Problem Management Automation

[Imran Shad]

Hello,

We currently have a process where if a P1 incident ticket is closed, it creates a problem ticket. While all P1's are not major incidents, there a lot of cases where these such tickets are not problems or need to be tracked through one. Ex. A user raises a P1 for an access issue.

I am trying to understand if there are some ways we would make this process a bit more streamlined. Kindly share with examples.

[bammar]

I would identify what Business rule or script automatically creates the P1 Problem and then see if there is any conditions that will work alll the time to prevent certain P1s not to create a Problem. 

OR

You can decide that an individual access issues CANT BE a P1 because P1 is defined as a system wide or companwide issue- and the max an individuals access issues can be is a p2 - then just update the formula or do not allow such an incident to be a p1. 

 would do the 2nd one. 

[Imran Shad]

Currently our business rule is configured with the attached screenshot which creates an automatic problem from a closed P1 incident. I tried to study on other conditions to restrict this but unfortunately it does not seem to work best. 

Please suggest if there are conditions that can be applied to restrict this.