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How to stop automatic Problem creation after rejecting Major incident candidate

LEELAVENKAK
Tera Contributor

‎09-06-2025 05:07 AM

Hi All,

In our instance, a problem record is being created automatically both when a Major incident candidate is resolved and when it is rejected.

Our requirement is:

  • Continue automatic Problem creation when the Major incident is resolved.
  • Stop automatic Problem creation when the Major incident is rejected.

Could you please suggest how to tweak the OOB Playbook "Major Incident Process" conditions or actions to achieve this?

Also, is there any dependency on the priorities for the execution of this playbook?

Thanks in advance!

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G Ponsekar
Tera Guru

‎09-07-2025 10:38 PM

Hi @LEELAVENKAK ,

 

Can you check this thread: https://www.servicenow.com/community/virtual-agent-forum/when-major-incident-state-is-set-to-rejecte...

 

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

 

Thanks, GP

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