while resolving the Major incident getting multiple duplicate problem records

[raginiv]

Hi community,

User has raised an incident that "when he is resolving the Major incident INC0010910, problem PRB0040017 is getting triggered.

1.while closing this problem PRB0040017 by mapping to incident, new problem PRB0040018 is triggered. 

2. While resolving PRB0040018 by mapping to incident, new problem PRB0040019 is triggered. 

3. While resolving PRB0040019 by mapping to incident, new problem PRB0040020 is triggered. 

checked the MIM trigger rules, those are not defined. workflow also not published yet. No solution found. please suggest the way to stop the multiple triggers of PROBLEM.  @Runjay Patel @Vinuthna #majorincident #problem #MIM

[Runjay Patel]

Hi @raginiv ,

Did you check the BR/Actions and flow designer/workflow? if not then check these , there might be some recursive script written to create the problem.

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Runjay Patel - ServiceNow Solution Architect
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[raginiv]

Hi @Runjay Patel ,

connected with user, he is telling that problems are getting created automatically without touching anything and the major incident is automatically tagged to that. i have checked the business rule. the issue is only coming in prod instance only. attached the BR snaps here. please help me to fix the issue.