When major incident state is set to 'Rejected' the system automatically generates a problem record.

[pradnyajamgaonk]

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.

The suggested solution before for the same is not working, any recent update on this?

[Rohit Singh]

Hi @pradnyajamgaonk ,

You can use Script Tracer to identify the same. From application navigator search for script tracer and start the script tracer. Now you can reject the Major Incident and then check for script tracer log.

Refer below link as well: Script Tracer 

If my response helped, please hit the Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Rohit

[pradnyajamgaonk]

Thanks @Rohit Singh - Tried tracing with it but not able to find any such script or flow.

[Rmaren]

Hi Pradnyajamgaonk, I have the same issue. In testing this in my 2 PDIs (one on Xanadu and on on Yokohama) the Problem is only auto-created when an MI is accepted then resolved. But my other instances seem to also auto-create problems when the MI is proposed and then rejected. The flow that everyone keeps referring to has nothing about rejection in it that I can find.

Have you been able to find the cause on yours?

[Rmaren]

I should note. The PDI Xanadu instance is Patch 8 but the instance where I am having the issue is Xanadu Patch 7. So perhaps something was fixed in Patch 8 that is not in the release notes?