How can I stop automatic problem record creation when a major incident is resolved?

[e__priyan1813]

Hello All,

Whenever a major incident is resolved, a problem record is automatically created by the system. I found the out-of-the-box (OOB) flow responsible for this behaviour and deactivated it,

but the issue persists. I’ve checked all business rules, client scripts, and workflows, but found nothing related to this. Does anyone have any suggestions on how to resolve this?

[Mark Manders]

Add the 'context map' field to your syslog-form and reproduce the issue. Check the log immediately to see what triggered it. The context map can give you the table/record where it's coming from.

[e__priyan1813]

Hello @Mark Manders ,

Thanks for your reply, After creation of problem record I have checked in the "context map" field, However as we can see in the screenshot below, nothing found related to the generated problem record.

[Mark Manders]

Check on what happens at/around the time of creation. The context map will show you the script that is causing it and that can very well be without the sys_id of the created record.

[Dr Atul G- LNG]

Hi @e__priyan1813 

I don't have a solution for this, but I have a concern from a process perspective. It is considered a good practice to create a Problem record for every Major Incident, regardless of whether the root cause of the Major Incident is already known. Failing to create a Problem record for a Major Incident constitutes a process violation. Additionally, by altering the OOTB (Out-of-the-Box) functionality, you are increasing technical debt. I kindly request you to reconsider the requirement before proceeding with the changes.