Change SLA from Complete to Cancelled

Jacob23
Mega Guru

‎04-05-2022 09:46 AM

Hi, thanks for taking the time to read.

I am looking to create a business rule to change the sla from complete to cancelled, when I cancel its related (parent) indident ticket. I have a bunch of incidents that are automatically generated and are false positives. Instead of the teams cancelling them out correctly they mark them as resolved. Therefore, completing the SLA which is then having a knock on affect with reporting.

I would like to change the stage from complete to cancelled when the related incident ticket is set to cancelled.

So in the screenshot below the incident in the Task field, I would like to automatically set this SLA to cancelled when I cancel out the incident. I assume a business rule is the right way to go but let me know.

find_real_file.png

 

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Community Alums
Not applicable

‎04-05-2022 10:50 AM

Do you have cancell condition in your SLA?If you do and you want these to be recalculated you can use this :

https://developer.servicenow.com/dev.do#!/reference/api/sandiego/server_legacy/c_SLARepair#r_SLARepair_setRunWorkflow_Boolean

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