Automatic problem creation in Incident

[Nivedha]

Hi,

   I am facing an issue with automatic problem record creation from incident after the incident is resolved.

Based on the OOTB behaviour, a problem record should be automatically created only for P2 and P1 priority incidents when they are resolved.

However in my case, the problem record is getting created for all the incidents regardless of priority (including P3 and P4).

Whie checking the configuration, I noticed that the "Major Incident Process" playbook is being triggered within the subflow, but I am not sure from where this subflow is being called to execute the auto problem creation.Could you please help me understand from where the subflow that triggers this playbook is being executed, so that I could restrict it for p1 and P2 incidents?

Additionally,

• For P1 and P2 incidents, a worknote is automatically added stating "Problem (problem number) is created from this incident"
• But for P3 and P4 incidents, although the problem record is still getting created, the worknote is not added.

I have added screenshots of the playbook configuration and worknotes behaviour for reference.

Thanks in advance

[GlideFather]

Hi @Nivedha,

I am sorry but with sharing screenshots with such terrible quality, nobody can read it and nor help you...

could you possibly attach better resolution?

[HarishKumar6668]

Hi @Nivedha

There is a possibility that the Problem record is being created because the Incident meets the defined conditions—specifically, when the Incident is promoted to a Major Incident.

Once the condition is met, the Major Incident Process Playbook gets triggered. As part of this playbook, a Problem record is created upon resolution of the Incident, regardless of its priority.

If the requirement is to restrict Problem creation only for P1 and P2 incidents, you will need to modify the start conditions of the playbook accordingly.

The sub flow that is getting called is defined in the "Create problem properties" activity in playbook.

OOB an action is used in the sub flow which is used to create problem from incident below is the script used in that action.

(function execute(inputs, outputs) {
// ... code ...
  
  var incidentRecord = inputs.incidentRecord;
  var prob = new IncidentUtils().getProblemFromIncident(incidentRecord);
  if (prob != undefined) {
    incidentRecord.problem_id = prob.insert();
    var problemV2Util = new ProblemV2Util();
    problemV2Util.copyAttachments(incidentRecord, prob);
    problemV2Util.copyAttachedKnowledge(incidentRecord, prob);
    incidentRecord.work_notes.setJournalEntry(gs.getMessage('Problem {0} is created for this Incident', prob.getValue('number')));
    incidentRecord.update();
  }
  
  outputs.problem_record = prob;
  
})(inputs, outputs);

Not sure why the work notes is not getting added for P3 and P4 tickets.

If this response was helpful, please mark it as Helpful. If it answered your question correctly, please mark it as Correct. 

Regards,
Harish