Active = false not happening for closed tickets in a custom table (extending task)

[SN Rookie]

Active = false not happening for closed tickets in a custom table (extending task). Isn't it something that should happen by default or do I need to code it?

[sachin_namjoshi]

You will have to create business rule on your custom table to make active=false after ticket is closed.

Regards,

Sachin

[Sri Harsha3]

No, it's not default behavior. You need to create a Business Rule for the custom table before update whenever the ticket state is closed, action should be ticket is active false.

[AirSquire]

Hi,

Try a dictionary override for you custom child table of task. And override attribute value defining the "default_work_state=-5,close_states=3;4;7,default_close_state=3". As shown in the image below(for change_request) and documented in the link. This needs to be done as the choices are different for different tables inheriting task.

Regards
Air

[Alikutty A · Accepted solution]

Hello,

This will happen OOB and you dont need to add any additional configurations. You need to make sure that your closed state value is either 3, 4 or 7. This process is managed by the OOB business rule named "Task Active State Management" and Script Include "TaskStateUtil".

They key here is to ensure that your closed state value is matching with the inactive states defined by SN. This should also work if you include your closed state value within the SYSTEM_INACTIVE_STATES but former approach is recommended practice.

   SYSTEM_DEFAULT_CLOSE : 3, // task closed complete state
   SYSTEM_DEFAULT_WORK : 2, // task work in progress state
   SYSTEM_INACTIVE_STATES : [3, 4, 7], // task default inactive/close states

Thanks!