how to automatically create a major problem record when a major incident p1 or p2 is resolved

[AzeemkhanM]

Hi connection.

I'm look help, on how to automatically create a major problem record when a major incident p1 or p2 is resolved. what are fields to be mapped. Is Business rule being best practice or not. what are the things should be considered. 

Regards,

Uzmine

[Dr Atul G- LNG]

Hi @AzeemkhanM 

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.

cc: @Ankur Bawiskar 

https://www.servicenow.com/community/incident-management-forum/when-major-incident-is-closed-problem...

[Ankur Bawiskar]

@AzeemkhanM 

it already happens.

Problem is OOTB created when a major INC is Resolved.

I shared the details few months ago how and from where it's created.

You can tweak the OOTB Flow Action "Create Problem Record from Incident" and the Script Step to add/remove the new fields.

sharing the link where I responded earlier

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

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

[Ankur Bawiskar]

@AzeemkhanM 

Hope you are doing good.

Did my reply answer your question?

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