Problem record getting created from a rejected major incident candidate after Yokohama upgrade

[Aayushi Sharma]

Hi All,

We are facing an issue where Problem record is getting created from an incident which is rejected as Major Incident candidate after we have upgraded to Yokohama.

Please note that same thing is not happening in Xanadu.

[Mark Manders]

Did you check on any (work)flow executions, business rules or scheduled jobs?
It doesn't happen on my (OOB) Yokohama, so maybe something custom is in the way?

[aayushixsha]

Hi @Mark Manders I have also checked in OOB Yokohama and there also, it is creating a problem record once the Incident is rejected as Major Incident Candidate.

[Nishant8]

Hello @Aayushi Sharma, verify the playbook named 'Major Incident Process', which seems responsible for creating problem. This playbook calls a subflow internally that creates the problem. you can disable this subflow if you dont wont problem to be created.

Regards,

Nishant

[Ankur Bawiskar]

@Aayushi Sharma 

when major incident is resolved it does create a problem

Did you check if that major incident was rejected after it was resolved?

it comes from this. try finding something similar.

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

Playbook

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