Cancelling an incident

John Vo1 · ‎11-26-2019

When I cancelled an incident it marks the Closed field at 11/26/2019.

So if I reopen that incident the Closed info is still showing 11/26/2019 and when I actually close out the incident it will still show the same 11/26/2019. So now if managers what to run reports on that the time and dates will not be correct. So how do I get it to where when it's cancelled the Closed field is not populated?

Alberto Consonn · ‎11-26-2019

Try with this code:

if (current.closed_at.nil() && current.incident_state == IncidentState.CLOSED)
		current.closed_at = gs.nowDateTime();

Basically it will populated the Closed date/time field only in case of Incident closure and NOT in case of Incident cancellation.

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

View solution in original post

John Vo1 · ‎11-26-2019

We have techs here that set the incident to cancelled and then reassigning it to themselves after cancelling it.

Dubz · ‎11-27-2019

Umm...ok is that, like, a process you're happy with? Why are they cancelling it? Does that not mess with the SLA's? Seems like an odd Incident management process...

reddynikitavaik · ‎07-27-2021

Hi guys,

Can you please help me with the script of cancelling a incident without a button

Thank you in advance

Regards,

Reddy Nikita Vaikar.