Major Incident - Problem not being automatically created - Playbook not completing

[edwardslc]

Hello,

Previously upon resolution of Major Incidents, problem tickets were being automatically created as expected. Recently, this has stopped happening despite no changes being made to the flow/playbook, etc.

Looking at the flow execution, the resolve step is staying in progress and not completing, preventing the flow from continuing to 1.8 Create Problem (see below):

In the flow engine context of the resolve task, I get the following log entries:

Additionally, clicking on 1.7 Resolve in the Process Automation Designer will not open any properties on the right and only the previously selected properties stays open (in this case create problem)

I've also attempted repairing the Major incident and madrid.state_model applications but no change

Any recommendations would be much appreciated

[Ravi Chandra_K]

Hello @edwardslc 

Pls check if there any BRs on Problem table aborting this action.

Also check the flow context for real time values flow is going through.

Please Mark this answer as helpful and correct if helped.

Kind Regards,

Ravi 

[edwardslc]

Hi Ravi,

The actual playbook isn't getting to the Problem creation stage as it is pausing in 'work in progress' in the resolve step so no BR's related to Problems would be run

[Dom_Wolfenden]

Hi Edward,

I am seeing the same situation with step 7 Resolve in that I can not open the properties. I'm wondering if there is a bug with that element of the playbook. The functionality is generally working for the environment I am working in but it seems off that that steps properties are not accessible. Did you happen to raise a case with ServiceNow in relation to this?

Regards

Dom