Auto Create

Field

Description

General

Configuration Name

Select the Auto Creation Setting name.

Active

Indicates the status set for an Auto Creation Setting.

• If selected, PRs are auto-created if the configured conditions are met.

• If not selected, the configuration becomes inactive and no PR is auto-created even if the configured conditions are met.

Condition
Note:

The user must specify at least a value for Workgroup, Classification, Category, or Priority.

Workgroup

Select the Workgroup from the drop-down list. You can select multiple Workgroups based on the requirement.

Classification

Type in a Classification name and select the Classification from the search results. You can select multiple Classifications based on the requirement.

Category

Type in a Category name and select the Category from the search results. You can select multiple Categories based on the requirement.

Priority

Select the Priority from the drop-down list. You can select multiple Priorities based on the requirement.

Closed Code

Select the Closed Code of the Incident.

Configuration Items

Select the Configuration Items from drop-down list.

Consider Incidents in Last (Days)

Specify the days for the auto-creation of Problem Record. Only those Incidents are considered that were raised within the specified days.

Minimum No. of Incidents Matching Above Criteria

Specify the minimum no. of Incidents matching above criteria.

Resolved Incidents

Select this check box if only resolved incidents are to be considered for auto-creation of Problem Record .

Target

Source

Select the Source of the Problem Record.

Caller

Type in and select the Caller for the Problem Record.

Note:

• The Caller is not mandatory field when Resolved Incidents check box is selected on the CONDITION section.

• When Resolved Incidents check box is selected on the CONDITION section and Caller is not specified, the Problem Record is logged in the name of the Analyst, who resolved the first Incident.

Workgroup

Select the Workgroup from drop-down list.

Note:

• The Workgroup field is not mandatory when Resolved Incidents check box is selected on the CONDITION section.

• When Resolved Incidents check box is selected on the CONDITION section and Workgroup is not selected, the PR will be logged for the first Incident workgroup.

Classification

Select the Classification from the drop-down list for the Problem Record.

Category

Select the Category from the drop-down list for the Problem Record.

Impact

Select the Impact from the drop-down list for the Problem Record.

Urgency

Select the Urgency from the drop-down list for the Problem Record.

Priority

Select the Priority from the drop-down list for the Problem Record.

Risk

Select the Risk from the drop-down list for the Problem Record.

Problem Record type

Select the Problem Record Type as Proactive or Reactive from the drop-down list.

Symptom

Specify the Symptoms for the Problem Record.

Description

Specify the Description for the Problem Record.

Additional Users

Specify the Additional Users for the Problem Record.

• Type in the user name and click to add the user to the Additional Users list.

• Select a user from the Additional Users list and click to remove the user from the Additional Users list.

General

Configuration Name

AUTO PROBLEM RECORD CREATION

Active

True

Condition - Incident

Workgroup

Server, Network, Exchange Workgroup

Category

Server, Network, Outlook

Classification

Issue

Priority

P1

CI

CI 123

Minimum No. of Incidents Matching Above Criteria

10

Consider Incidents in Last

5 Days

Resolved Incidents

False

Target - Problem Record

Source

Phone

Caller

User

Workgroup

Server

Category

Server

Classification

Issue

Impact

High

Urgency

High

Priority

P1

Risk

High

Problem Record Type

Reactive

Symptom

There is an issue in the server and it needs to be resolved ASAP.

Description

There is an issue in the server and it needs to be resolved ASAP.

Additional Users

Users