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

[Bhuvan]

@precious1 

Thanks for the update. If my response helped to guide you or answer your query, please accept the solution.

If you need further help, please share more information.

Thanks,

Bhuvan

[Bhuvan]

@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