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

precious1 · 3 weeks ago

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

Bhuvan · 3 weeks ago

@precious1

FYI, BR you mentioned is not responsible for re-opening of MI.

When incident is reopened automatically [from BR or UI action or script etc.,], BR 'Clear Resolve fields' will clear the fields set during resolution of incident. Refer below for sample

You can use Script tracer to check which BR or Script is reopening the MI and analyse the cause.

As per community guidelines, you can accept more than one answer as accepted solution. If my responses helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

View solution in original post

Ankur Bawiskar · 3 weeks ago

@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.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

precious1 · 3 weeks ago

OOTB BR

Ankur Bawiskar · 3 weeks ago

@precious1

I believe that BR is just clearing and not updating the state.

you can use Debug Business rule in details to debug and see what's operating behind the scene

Debugging Business Rules

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

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Bhuvan · 3 weeks ago

@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