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Topic

    Pramod Vasudeva Murthy
    Auto create an IncidentAnswered
    Topic posted February 10, 2016 by Pramod Vasudeva MurthyBlack Diamond: 60,000+ Points 
    303 Views, 18 Comments
    Title:
    Auto create an Incident
    Content:

    Hi All,

    Is there a way to auto-create an Incident? For Eg: Assume that Customer has a follow up task of maintaining Servers monthly or Weekly AC maintenance.

    - VIP

    Version:
    Feb 2016

    Best Comment

    Walter Kamp

    You could create a "campaign". It can have a recurring start point and in there you can create an incident.

     

    Comment

    • Walter Kamp

      You could create a "campaign". It can have a recurring start point and in there you can create an incident.

       

    • Pramod Vasudeva Murthy

      Do I need to create a Campaign and expose it to customer? How should I schedule this? Can you please explain?

      - VIP

    • Walter Kamp

      See attachment for an example.

      Regards,

      Walter

    • Pramod Vasudeva Murthy

      Thanks Walter.

      What are the pre-requisites? Like Mailbox, Segment etc.

      - VIP

    • Walter Kamp

      The scheduled entry point requires a segment. This segment should return at least one contact. The incident will be linked to this contact.
      ​The incident can be linked to a service mailbox, but it's not required.
      ​Can't think of other requirements.

    • Pramod Vasudeva Murthy

      I have created the following:

      • Created a Segment which has only one contact in my name
      • Create a new Campaign, added this segment, added an Scheduled entry point which is scheduled after 15 mins.
      • Saved the campaign and launched it.

      Still not creating the Incident. Are there any specific reports which lets me know if a campaign is run or not?

      - VIP

    • Narendra Muttineni

      Hi VIP,

      I have one question here.. How you are creating Tasks for maintaining Servers monthly or Weekly AC maintenance. ?

      Regards,

      Narendra

    • Pramod Vasudeva Murthy

      Narendra,

      It would have been great if I were able to associate Task directly to Agent, but that it is not possible because Agent as himself doesn't have a workspace of his own.

      I am planning to capture this as a Incident of seperate Category(Recurring/Maintenance) and create Incident of this type periodically.

      - VIP

    • Walter Kamp
      Vip, sounds like you did all necessary for creating a recurring incident. Did you also select todays day and verified the "Next run" label in the Scheduled Entry point screen?
      There is a report "Recurring Campaigns Summary".
      Kind regards,
      Walter
    • Pramod Vasudeva Murthy

      Is mailbox necessary for Campaign to launch? I see some problem with my mailboxes in the current instance that I have implemented above.

      - VIP

    • Walter Kamp

      Shouldn't be, you're not sending anything. Want me to have a quick look? Please send me a private message.

    • Pramod Vasudeva Murthy

      Hi Walter,

      I tried in several instances but result is Incident is NOT creating despite various tries. It's kind of bugging me where I am going wrong, any suggestions are welcome!!

      - VIP

    • Walter Kamp

      Ok... Better ask Oracle, maybe they have to activate one of the background utils...

      Or give me access so I can check if all is setup correctly! :-)

    • Scott Harwell

      You could avoid campaigns and create a "schedule" CBO that contains records that need to occur on a schedule.  The CBO could manage some of the variables/data that you might want to set for the incident.  Then, create a scheduled report that runs every 5 minutes to query for records up for actrion.  If records are returned by the report, use a report script to loop through each row and create the incident using CPHP from the CBO data that is applicable -- maybe contact, incident queue, etc.  Or, if the operation is to robust for a report script, then the report script could set a flag on the CBO indicating that it's ready to be converted into an incident  and save the CBO record.  At that point, a CPM for the CBO could take over and perform just about anything you need..

    • Walter Kamp

      Sure, or build an external service that does all this by using the soap or rest api.

      Campaign costs me 2 minutes to build.