Scenario-Based Questions PART 34

🎓 Scenario-Based Question

🔄 Use Case: Auto-Create Change Request When Incident is On Hold Awaiting Change

This use case ensures that whenever an Incident is set to On Hold (3) with On Hold Reason = Awaiting Change, the system automatically creates a Normal Change Request with relevant details copied from the incident.

🛠 Steps to Implement:

1. Create a Business Rule
   • Name: ABC
   • Table: incident
   • Active ✅
   • Advanced ✅
   • When to Run: After Update
   • Filter Conditions:
     • State changes to → On Hold
     • On Hold Reason → Awaiting Change
2. Write the Script

   (function executeRule(current, previous /*null when async*/) {
   
       var incGR = new GlideRecord('change_request');
       incGR.initialize();
       incGR.setValue('type', 'Normal');
       incGR.setValue('requested_by', current.caller_id);
       incGR.setValue('category', current.category);
       incGR.setValue('short_description', current.short_description);
       incGR.setValue('description', current.description);
       incGR.setValue('cmdb_ci', current.cmdb_ci);
       incGR.insert();
   
       gs.addInfoMessage("🆕 Change Request: " + incGR.number + 
                         " has been created for this Incident.");
   
   })(current, previous);
         

3. Test the Rule
   • Open an Incident and change its state to On Hold.
   • Set On Hold Reason to Awaiting Change.
   • Save/Update the incident.
   • ✅ You will see an info message with the new Change Request number.
   • Verify in the change_request table that the record is created with the same details.

💡 Pro Tips:

• Ensure the type field in change_request accepts "Normal" as a valid value.
• Consider adding incGR.short_description = "Generated from Incident " + current.number for better tracking.
• You can extend this script to automatically link the new Change Request back to the Incident for traceability.