Automatic Problem Creation for Request Clustering

Automatic Problem Creation for Request Clustering

Requirement:
Automatically create a problem when there are threshold number of requests created with the same category/subcategory/item within a specified time frame.

Steps to configure:
  1. Download the attached scripts.  
  2. Goto Admin > Developer Space > Global Function > Copy & Paste the attached GF_4 - Configuration.txt and save it with a name.
  3. Goto Admin > Developer Space > Request Custom Function > Copy & paste addProblemAndAssociateReq.txt and save it with a name.
    • Update the global function count according to your instance.  In my case it's global_function_4().  
    • Also, update the timezone and the number of minimum requests required to create a problem.  In my case timezone is set as "Asia/Calcutta" and minimum number of requests is set as 10.  Both can be modified to suit your preference.
  4. Configure the created custom function in a trigger to get executed every time a request is created.

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