major incident state is set to "Rejected," the system automatically generates a problem record

[monishasp]

When the major incident state is set to "Rejected," the system automatically generates a problem record with a message like "Problem PRB0040058 is created for this Incident." How can I trace the workflow responsible for this? Essentially, I want to prevent the creation of a problem record when a major incident is rejected. I've checked all business rules but haven't been able to find the source of this problem record creation.

[Sanjay191]

Hello @monishasp 

Please did you use the script debugger to track what all the configuration has been run when you are  reject any Major incident please check that and also check the flow designer and workflows that are running on the major incident.

If you found this helpful, please give a thumbs up OR mark it as the solution. Thank you!

[Ramya V · Accepted solution]

Hi @monishasp ,

There are Subflow, Playbook and Action in the flow designer which are responsible for creating problem record.

Subflow: [Non-ML] Create problem record for a major incident

Action: Create Problem Record from Incident

Playbook: Major Incident Process

Additionally there is a flow using the above mentioned action but by default it is in Draft not yet Activated.But this is when Major incident is accepted i.e., Flow: Create Problem from Major Incident

Steps to Check the OOTB Major Incident Process Playbook:

1. Open the Major Incident Process playbook.

2. Navigate to Step 8: Create Problem Properties.

3. In the Inputs section, you can view the conditions.

4. These conditions are defined in Step 1: Conditions Setup, where you can see three conditions: Close Conditions, Cancel Conditions, and Skip Conditions.

5. Click on Modify Condition to check or update the condition. For example, to check Problem Creation when the Major Incident State is Rejected, click on Modify Condition next to Cancel Condition. The OOTB conditions are defined as shown in the screenshot.

Please mark this answer as Helpful if this solution works for you.

[Community Alums]

I have reviewed the Playbook, and there is no conditions set to create a problem when MI state is rejected. Rather it will skip the step create problem record when MI State is Rejected.

Could you please provide more information?