Major incident resolved created a problem but also reopens the same incident

[precious1]

Hi there,

There is an out of the box process where when a major incident is resolved, a problem record is created (via the subflow Major Incident Playbook - Create a Problem from Incident). That is okay but what also happens is that the same major incident is then pushed back to work in progress, resolution notes and codes cleared (via Clear Resolve fields BR) which shouldn't be the case. is that OOB functionality or specific to possible config that was done on our side?

Thanks

[Ankur Bawiskar]

@precious1 

is that BR "Clear Resolve fields" a custom one or OOTB one?

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

[precious1]

OOTB BR

[Bhuvan]

@precious1 

I believe below Flow creates Problem record Major Incident is created

Below is the action used in the Flow

When MI is resolved, it stays resolved when I tested in my instance and you can manually reopen the incident if needed. Check if Flow or BR or any scripts were customized by checking created & updated time as I believe this is not out of box behavior.

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[precious1]

Hi  Bhuvan, thanks for confirming. I will follow your advise to check what could be setting it.