Duplicate problem created post closure of P1 incident at the same time

[AshwiniSawant]

Hello Everyone,

We have identified an issue where, following the closure of a Major Incident (P1 incident), duplicate problem records are being created. One record is generated under the user's name, while another is created by the system.

This occurrence appears to be random.

Also, issue is reproduceable in the the lower instance. 

Could anyone assist in identifying the root cause of this issue? Thank you.

[Abbas_5]

Hello @AshwiniSawant,

For a similar kind of issue, please refer to the below link:
https://www.servicenow.com/community/developer-forum/duplicate-problem-records-being-created/m-p/160...

If it is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution it will helpful to them.

Thanks & Regards,

Abbas Shaik

[Ankur Bawiskar]

@AshwiniSawant 

the latest problem 2245 is created by system which is an OOTB process, whenever major incident is Resolved a problem is created

Why are you creating it from your side? the 2nd one is not required. Remove or deactivate that logic.

Now how the OOTB problem record creation happens is this

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

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

[AshwiniSawant]

Thank you @Ankur Bawiskar , for your quick response. 

Currently we are using our custom flow and in which this OOTB action was used. 

I am considering deactivating the OOTB subflow. Could you please advise on what steps I should take next?

Any suggestions would be appreciated.

[Ankur Bawiskar · Accepted solution]

@AshwiniSawant 

I shared solution for this recently here, sharing it again

Automatic problem record is getting created when M1/M2 incident getting resolved 

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.