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?

[cgreen2]

Thank you that's worked

[Murilecs]

Hello everyone,

I experienced the same problem.

We identified that it occurred after updating the Service Operation Workspace plugin.

It creates a playbook called "Major Incident Process", which can be accessed via the Flow Designer.

Just delete the action from this Playbook and it will stop creating issues after a major incident is resolved.

This is the solution if you want to stop this process, but I also encourage teams to follow the good practice of creating an Problem after a major incident is closed.

I have attached an image of the item to be deleted in the Playbook. Be careful to change the application before this adjustment.

[Dr Atul G- LNG]

Hi @e__priyan1813 

https://www.servicenow.com/community/developer-forum/automatic-problem-record-is-getting-created-whe...

[HarshithaK]

Hlo @e__priyan1813 ,
Inactivate the out-of-the-box 'Major Incident Process' playbook. Duplicate it, remove the 'Create Problem' activity from the duplicated version (ensuring you are in the correct application scope), and then activate the newly created playbook.

Here i have removed the create problem activity, now when a major incident is resolved, a new problem record will not be created.
If my response is correct, please mark it as helpful

Thanks

[brockhardin]

hey we had the same issues and I found it was caused by an update to the Service Operations workspace application it activated a Playbook called -  the Major Incident Process playbook - Child plugin Major Incident Management for Service Operations Workspace  

Thanks @Mark Manders  for getting me to the sys log list