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Re: What is the best known method for creating an Incident from a Problem?

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I have done something very similar.  I have a web site that accepts firewall requests.  It sends an e-mail to LPM and LPM creates an incident AND a firewall form within the incident and populates all attributes for me.  I now have an incident that goes between network, security, network etc etc until everyone is happy.  Then I have an action called "Transform to Change" (I thought the process sounded more interesting using the work transform).  Below is my process:

Process.jpg

Selecting the action causes a "Create Change" but a "Create Incident" should also work.  I then auto resolve the incident and move on.  Double clicking the "Create Change" opens a Change Window or in your case an Incident Window and you can fill in the values using attributes from the Problem.  I then resolve my incident (Problem in your case) with some nicely worded text describes what happened.  In both the Incident and change (Problem/Incident) you will see a collection of the other object.  So for me, my Incident shows the Change and in the Change I see the Incident.  You don't have to resolve the incident (Problem for you) but I like things clean.  I end up with an Incident and a Change and their linked.

 

In my incident's "Open" control in process designer I had to add "Create Change" and in my Change I had to add "Create Incident".  I can't see it now but I thought somewhere I had to add a Create Change Child and Create Incident Child.  It's been about 2 years and I just don't remember that detail, maybe it's not required.  Overall, it wasn't nearly as bad as I would have expected and ended up being pretty easy.  I am assuming that this is possible between any two objects, never tested it so no guarantees.


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