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?

[j_s_1]

@e__priyan1813, as @Grant Wilson mentioned, if you create a new "true | false" system property named "com.snc.problem.auto_creation.enable" and set its value to false, resolving a proposed or accepted major incident candidate will no longer automatically create a new problem record.

The system property "com.snc.problem.auto_creation.enable" is used by the flow action named "Major Incident Playbook - Check if plugin is installed". 

In the action's script, the value for the system property defaults to true if the system property does not exist. 

The subflow named "Major Incident Playbook - Create a Problem from Incident" uses the result from the action to gate an "If" logic block containing the action to create the problem record.

The subflow is triggered by the playbook named "Major Incident Process", which is part of ServiceNow's Major Incident Management for Service Operations Workspace application.

[Medi C]

Please check if you have the system property "com.snc.problem.auto_creation.enable". If you do not have it, create one of type "true | false" and set its value to "false"

[Medi C]

Hi @e__priyan1813,

Was this helpful?

[cgreen2]

Thanks for all the replies, I've created the sys property as recommended but it hasn't resolved the issue - the problem is still being created when the MI is resolved - below is the sys property i've added

[Paul136]

After having just encountered this myself after upgrading to Xanadu, I found that there is a Major Incident Process Playbook within Workflow Studio. This Playbook includes the Create Problem step. You can either remove the Create Problem step or just deactivate the Playbook (which is what I have done).