Multiple problem tickets created for P1s and P2s

[nameisnani]

Hi Team , 

can any one please help me on this issue 

Multiple problem tickets created for P1s and P2s .

When we resolve a major incident in SNOW, a problem ticket is automatically created. We have noticed in the past 2 problem ticket create

2 problem tickets were created instead of 1

Only this record i can find in prb table 'PRB0040868 '

can anyone please help me how to fix this issue .

[AnveshKumar M]

Hello @nameisnani 

How your automation of problem ticket creation works?

I think the automation is through a business rule mostly, please look at business rules on Incident table. Share the code if you need help in analyzing it.

In rare cases, this automation can be done through a flow. Look for it there also.

[nameisnani]

Hi @AnveshKumar M 

Found flow which creates prb , could you please look into this .

I couldn't found any BR for creation of Prb record .

[AnveshKumar M]

@nameisnani After looking at the flow, I feel like the other two notes are not added by this one.

There must be other flows, business rules which might have done that.

You can do one thing, Open "Studio" (search for studio in All menu) and select any application, Then from the Search-> Code Search and enter the key word as "is created for this problem" and make sure to ✅ all applications and then search.

This will find all the scripts wherever it finds the search term. If there is any BR it would help you to find that. If it is a flow, you need to find it.

See the screenshots below.

 

 

 

[nameisnani]

Hi @AnveshKumar M 

Nothing we found