Business Rule Set Incident Active False once State changes to Cancelled

SNOW46
Tera Contributor

‎08-12-2019 09:55 AM

Hi All,

We have one Before Insert Update Business Rule in place for when the Incident State changes to Cancelled, set Active to False. But it seems it is not working as expected. It still appears under my Active Incidents.

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Can anyone let me know how to fix this?

 

Thanks

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Brian Lancaster
Tera Sage

‎08-12-2019 10:14 AM

I have an OOB business rule that makes active false when the incident state is closed or canceled.  Its name is mark_closed.  If for some reason you do not have this business rule you can export the xml from your personal dev instance.

https://[Your Instance Name].service_now.com/nav_to.do?uri=sys_script.do?sys_id=bf3f8917c0a8016400a867dc0794e8ad

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C_S3
Tera Contributor
In response to Brian Lancaster

‎09-06-2022 04:24 AM

Hello @Brian Lancaster , I have tried this BR. Its working for closed but not canceled.
Do you have any suggestions? Please let me know. Thank you

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Brian Lancaster
Tera Sage
In response to C_S3

‎09-06-2022 03:53 PM

I ran some more testing. For Canceled it looks like this BR is being called which checks the state via a script include. Task Active State Management which can be found here.

https://[your instance Name].service-now.com/nav_to.do?uri=sys_script.do?sys_id=9782b8dac0a80a6d75bf2167f4ec8bc6

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