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 Admin > Developer Space > Global Function > Copy & Paste the attached GF_4 - Configuration.txt and save it with a name.
>>Update the URL and technician key as per your instance.
>>For Integration key/Technician key refer this LINK
3. Go to Admin > Developer Space > Request Custom Function > Copy & paste createproblemreq.txt and save it with a name.
>>Update the global function count according to your instance.
>>Update the time zone and the number of minimum requests required to create a problem. In the script attached the time zone is set as "Asia/Calcutta" and the minimum number of requests is set as 3 , Both can be modified to suit your preference.
4. Navigate to Admin > Automation > Custom Trigger > Request
Configure the below custom trigger to get executed every time a request is created.
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