Hi Team ,
can anyone please help me on this issue ,
I have created SLA on sc_req_item table .
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I have tested this SLA , start , pause and stop condtions are working properly , the issue with cancel condtion .
instead of cancel SLA stage is showing ' completed' when ritm state is ' closed incomplete '
can anyone please help me on this issue on cancel conditon , what was the mistake , where i need to update please help me with the steps .
Hi @nameisnani ,
See below.
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see SLA is not cancelling , i don't know what stoping here .
Thanks for quick help ,
There was Business rule configured on sc_task , and I am thinking because of that BR , SLA is delaying .
(function executeRule(current, previous /*null when async*/ ) {
//Update RITM State
var flag =0;
var state=current.state;
var gr = new GlideRecord("sc_task");
gr.addActiveQuery();
gr.addQuery("request_item", current.request_item);
gr.query();
while (gr.next()) {
state = gr.state;
if(state !=3 || state !=4|| state !=7){
//gs.addErrorMessage("Please close the sc_tasks to proceed to Resolved state");
//current.setAbortAction(true);
flag =1;
break;
}}
var ritmst = new GlideRecord('sc_req_item');
ritmst.get(current.request_item);
//Update ritm state similar to sctask
//ritmst.stage = 'fulfillment'; // Update stage after SCTASK is reopened
if (flag==0){
ritmst.state = current.state;
ritmst.setWorkflow(false);
ritmst.update();
ritmst.setWorkflow(true);
}
else {
ritmst.state = state;
ritmst.setWorkflow(false);
ritmst.update();
ritmst.setWorkflow(true);
}
ritmst.update();
var reqstate = ritmst.state;
//Update Request State
var req = new GlideRecord('sc_request');
req.addQuery('sys_id', current.request);
req.query();
while (req.next()) {
req.state = reqstate;
req.setWorkflow(false);
req.update();
req.setWorkflow(true);
if (reqstate == 3) req.stage = "closed_complete";
if (reqstate == 4) req.stage = "closed_incomplete";
if (reqstate == 7) req.stage = "closed_skipped";
req.setWorkflow(false);
req.update();
req.setWorkflow(true);
if (reqstate == 3) req.request_state = "closed_complete";
if (reqstate == 4) req.request_state = "closed_incomplete";
if (reqstate == 7) req.request_state = "closed_skipped";
req.setWorkflow(false);
req.update();
req.setWorkflow(true);
req.active = "false";
req.setValue("active", "false");
//req.setWorkflow(false);
req.update();
//req.setWorkflow(true);
}
})(current, previous);
There was more setworkflow was written because of that i think issue is happening ,
could you please provide me the correct or updated script so that i can update .
