Incident Is Not Created or Contains Missing MID Server Information by a Custom FlowIssue .kb-wrapper { max-width: 100%; font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; } .kb-wrapper p { margin: 0 0 12px 0; } .kb-wrapper ul, .kb-wrapper ol { margin: 0 0 12px 24px; padding: 0; } .kb-wrapper li { margin: 0 0 6px 0; } .kb-wrapper a { color: #032D42; text-decoration: underline; } .kb-wrapper code { background: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; padding: 1px 4px; border-radius: 3px; font-family: Consolas, monospace; } A custom flow or subflow intended to create an incident when a MID Server changes to the Down status does not produce the expected incident or creates an incident with missing information. Symptoms .kb-wrapper { max-width: 100%; font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; } .kb-wrapper p { margin: 0 0 12px 0; } .kb-wrapper ul, .kb-wrapper ol { margin: 0 0 12px 24px; padding: 0; } .kb-wrapper li { margin: 0 0 6px 0; } .kb-wrapper a { color: #032D42; text-decoration: underline; } .kb-wrapper code { background: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; padding: 1px 4px; border-radius: 3px; font-family: Consolas, monospace; } One or more of the following symptoms occur: No incident is created when a MID Server changes to the Down status.An incident is created, but the short description or description does not contain the MID Server name.An incident contains empty, incomplete, or unexpected values obtained from the MID Server record.The behavior depends on a custom flow or subflow configured for the MID Server ecc_agent table. Facts .kb-wrapper { max-width: 100%; font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; } .kb-wrapper p { margin: 0 0 12px 0; } .kb-wrapper ul, .kb-wrapper ol { margin: 0 0 12px 24px; padding: 0; } .kb-wrapper li { margin: 0 0 6px 0; } .kb-wrapper a { color: #032D42; text-decoration: underline; } .kb-wrapper code { background: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; padding: 1px 4px; border-radius: 3px; font-family: Consolas, monospace; } .kb-wrapper .kb-note { border-left: 4px solid #52B8FF; background: #e6f4ff; padding: 12px 16px; margin: 0 0 16px 0; } Creating an incident when a MID Server changes to the Down status is not out-of-box behavior.Incident creation in this scenario is implemented through custom automation, such as a flow or subflow.The custom automation can include record triggers, conditions, wait steps, data pills, and Create Record actions.The outcome depends on the configuration and runtime behavior of the custom automation. Custom flow and subflow design, debugging, and correction are outside the scope of ServiceNow Support. Release All Releases Cause .kb-wrapper { max-width: 100%; font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; } .kb-wrapper p { margin: 0 0 12px 0; } .kb-wrapper ul, .kb-wrapper ol { margin: 0 0 12px 24px; padding: 0; } .kb-wrapper li { margin: 0 0 6px 0; } .kb-wrapper a { color: #032D42; text-decoration: underline; } .kb-wrapper code { background: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; padding: 1px 4px; border-radius: 3px; font-family: Consolas, monospace; } The expected incident is created by a custom flow or subflow rather than by out-of-box MID Server functionality. If the incident is not created or contains missing information, the custom automation is not producing the expected result. The specific cause depends on its trigger conditions, flow logic, record availability, data mappings, and incident creation steps. Resolution .kb-wrapper { max-width: 100%; font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; } .kb-wrapper p { margin: 0 0 12px 0; } .kb-wrapper ul, .kb-wrapper ol { margin: 0 0 12px 24px; padding: 0; } .kb-wrapper li { margin: 0 0 6px 0; } .kb-wrapper a { color: #032D42; text-decoration: underline; } .kb-wrapper code { background: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; padding: 1px 4px; border-radius: 3px; font-family: Consolas, monospace; } .kb-wrapper .kb-note { border-left: 4px solid #52B8FF; background: #e6f4ff; padding: 12px 16px; margin: 0 0 16px 0; } .kb-wrapper .kb-steps { counter-reset: kb-step; list-style: none; margin-left: 0; } .kb-wrapper .kb-steps > li { counter-increment: kb-step; position: relative; padding-left: 42px; margin-bottom: 14px; } .kb-wrapper .kb-steps > li::before { content: counter(kb-step); position: absolute; left: 0; top: 1px; width: 28px; height: 28px; line-height: 28px; border-radius: 50%; background: #032D42; color: #63DF4E; font-weight: bold; text-align: center; } Engage the internal team responsible for developing or administering the custom flow or subflow. ServiceNow Support does not design, debug, or correct custom automation. Have the responsible team complete the following review: Open the custom flow or subflow in Flow Designer or Workflow Studio.Review the trigger and verify that the automation starts when the intended MID Server record changes to the Down status.Review each condition and confirm that the flow follows the expected execution path.Review the flow execution details to identify skipped, failed, or incomplete actions.Verify that the MID Server record still exists when the flow evaluates it.Verify that the MID Server name, status, and other required data pills contain values before they are used.Review the field mappings in the action that creates the incident.Add handling for missing records and empty values where appropriate.Test the custom automation and verify that an incident is created with the expected MID Server information. Related Links .kb-wrapper { max-width: 100%; font-family: Lato, sans-serif; font-size: 12pt; line-height: 1.7; color: #000000; } .kb-wrapper p { margin: 0 0 12px 0; } .kb-wrapper ul, .kb-wrapper ol { margin: 0 0 12px 24px; padding: 0; } .kb-wrapper li { margin: 0 0 6px 0; } .kb-wrapper a { color: #032D42; text-decoration: underline; } .kb-wrapper code { background: #e6f0f5; color: #032D42; border: 1px solid #b8cfd8; padding: 1px 4px; border-radius: 3px; font-family: Consolas, monospace; } Flow DesignerResolving MID Server issues