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:
- Download the attached scripts.
- Goto Admin > Developer Space > Global Function > Copy & Paste the attached GF_4 - Configuration.txt and save it with a name.
- 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.
- Configure the created custom function in a trigger to get executed every time a request is created.
New to ADSelfService Plus?
Related Articles
Auto-create problem request based on certain criteria.
This is a sample script that triggers the creation of a Problem Request in ServiceDesk Plus using the Problem API. Use Case: All incident requests with Priority = High will create a problem ticket with the request's default field values. ...
Request Problem association.
This Report is used to find the request, problem association. To make any changes to a query, refer to the KB article below. https://pitstop.manageengine.com/support/manageengine/ShowHomePage.do#Solutions/dv/24000633501275 SELECT wo.WORKORDERID ...
Automated Problem Ticket Creation Based on Request Criteria
Requirement: Create a problem automatically when a minimum threshold number of requests created with the same category, subcategory, and Item within the specified time frame is met. Configuration Steps : 1. Download the attached scripts. 2. Go to ...
Query to show Problem details, timespent and its associated request IDs (MSSQL)
Tested in MSSQL build (14306) SELECT "prob"."PROBLEMID" AS "Problem ID", "prob"."TITLE" AS "Title", "statdef"."STATUSNAME" AS "Status", "orgaaa"."FIRST_NAME" AS "Reported by", Cast((((sum(ct.timespent))/1000)/3600) as varchar(20)) +'Hrs ...
Close the request upon adding a note.
Kindly follow the steps mentioned below: 1) Go to Admin >> Developer Space >> Custom Function >> Global Functions >> Copy & Paste the attached GF_Content.txt and save it with a name. Update the URL and technician key as per your instance. Refer to ...