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?

[Rmaren]

I spoke with Now Support. It looks like the issue was introduced in the latest version of the Service Operations Workspace plugin. It is apparently going to be fixed in the next version 7.1 which is tentatively scheduled for early May.  There is a PRB on this issue PRB185525 and its related to the Major Incident Playbook - Create a Problem from Incident flow, which is not meant to be modified.

The choices are to wait until the plugin is updated or apply a temporary fix until it is. Hope that helps.

[jtshone]

Hi

unable to find that prb reference?  it seems to be PRB1855259 and I am told is fixed in latest version of sn_sow_mim, but PRB is still open so not convinced

Thanks

[Rmaren]

You'll have to login to Now Support to find it. Here is the direct link: https://support.servicenow.com/now?id=form&sys_id=44f72e6547f35e50f64de825126d438a&table=problem&vie...

Note, it doesn't say much.  But I have confirmed that the fix is is Yokohama patch 3 release and Xanadu Patch 9 release. Its related to the Service Operations Workspace ITSM Applications located here: https://store.servicenow.com/store/frame/app?pp=d60ef8120c627010f877468eabd9762d

The real fix is in the plugin version 6.1.7. So you have to make sure your instance is on the 1 of the 2 versions then update the plugin to version 6.1.7.

[Vishal Salvi1]

Hi @pradnyajamgaonk ,

Hi @monishasp 

Business Rule: Cancel Playbook Executions

Subflow: Major Incident Playbook - Create a Problem from Incident

If my response helped, please mark it helpful and accept the solution.

Regards,
Vishal