Automatic problem record is getting created when M1/M2 incident getting resolved

[sunil maddheshi]

 Hi All,

We are facing an issue where whenever an incident with priority M1 or M2 getting resolved, then system is created a problem record automatically, I tried to check BR and Flow but did'nt find anything, Please see the screenshot

[Dr Atul G- LNG]

Hi @sunil maddheshi 

Same what you are looking for: 

https://www.servicenow.com/community/incident-management-forum/how-can-i-stop-automatic-problem-reco...

[Ankur Bawiskar · Accepted solution]

@sunil maddheshi 

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

1) either deactivate that subflow

OR

2) Remove that Step 8, remember you will have to update the playbook in the correct scope

OR

3) Update that flow action

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