automatic problem creation when a MI is resolved

[Deepika54]

Hello Team,

As per the OOB functionality, when a Major incident is resolved, then automatically a problem ticket is created. Does anyone know how this OOB functionality is created. So far i can only see a playbook that comes via the MIM plugin. i couldn't find any business rules or any other mechanism by which the above mechanism is achieved. Kindly help

[Ankur Bawiskar · Accepted solution]

@Deepika54 

it comes from this playbook "Major Incident Process", You can see after Resolve step, it's creating Problem Record

In the Step 8 it calls this "Major Incident Playbook - Create a Problem from Incident" subflow

This subflow calls another flow action "Create Problem Record from Incident" where the problem is created

1) Subflow

2) Action

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Dr Atul G- LNG]

Hi @Deepika54 

Your understanding is correct—this comes from the Major Incident Process playbook. You can find the relevant action by going to the Playbook section in Flow Designer.