Stop Problem creation upon major incident resolution

[linda_richards]

Hello All,

While resolving Major incident for few of the Incident Resolution codes it's spawnning a Problem record.
And we want to stop that, I tried by deactivating flow named ->Create Problem from Major Incident but still this problem record is being created
I did also try by creating sys property record for "com.snc.problem.auto_creation.enable" and set it to False.

Not sure what's is triggering it as I did not see any Business rules in the logs.

Any help is much appreciated!

Thanks,

Linda

[Ankur Bawiskar · Accepted solution]

@linda_richards 

it comes from this playbook "Major Incident Process", You can see after Resolve step, it's creating Problem Record

In the Step 8 it calls this "Major Incident Playbook - Create a Problem from Incident" subflow

This subflow calls another flow action "Create Problem Record from Incident" where the problem is created

1) Subflow

2) Action

1) either deactivate that subflow

OR

2) Remove that Step 8, remember you will have to update the playbook in the correct scope

OR

3) Update that flow action

If my response helped please mark it correct and close the thread so that it benefits future readers.

[linda_richards]

Thank you Ankur for the response, I am going to update the step in the Major Incident process.
For some reason I was not able to access Process in flow designer and hence was not able to figure out where exctly this subflow is being used.After updating
workflow studio plugin, I am able to see where it's being used.
Thanks again!

[chiragpathak]

Hi @Ankur Bawiskar ,

If we have to make it run only if the major incident state is P2 then should we make the changes in the subflow or the action?