How to supress notification on Incident

[Akshaykhare]

I want to cancel the incident in bulk but notification should not trigger to the assignment group for this process. I am using following script to cancel the INC.

var gr = new GlideRecord('incident'); gr.addEncodedQuery("numberININC0535119");

 gr.query();

 while(gr.next()) {

 gr.state='8';

gr.assignment_group = "874500c8db99af001ce298f3db9619e3";

gr.assigned_to = "12665d45dbacd300ebd7f3361d9619fe";

gr.business_service = "ef19a128dba86b003700ff361d961966";

gr.work_notes="Canceling the change as per ----------";

gr.autoSysFields(false);

gr.setWorkflow(false);

gr.update();

}

In this script I am using the line gr.setWorkflow(false) which supress the notification but due to this line SLA is not getting cancled and if I comment out this line SLA is getting cancelled but notification are also getting triggered

[Ankur Bawiskar · Accepted solution]

@Akshaykhare 

set it cancel via script

var gr = new GlideRecord('incident');
gr.addEncodedQuery("numberININC0535119");
gr.query();
while(gr.next()) {
    gr.state = '8';
    gr.assignment_group = "874500c8db99af001ce298f3db9619e3";
    gr.assigned_to = "12665d45dbacd300ebd7f3361d9619fe";
    gr.business_service = "ef19a128dba86b003700ff361d961966";
    gr.work_notes = "Canceling the change as per ----------";
    
    gr.autoSysFields(false);
    gr.setWorkflow(false);
    gr.update();
    // Manually stop SLAs
    var slaGR = new GlideRecord('task_sla');
    slaGR.addQuery('task', gr.sys_id);
    slaGR.query();
    while (slaGR.next()) {
        slaGR.setValue('stage', 'cancelled'); // cancel SLA
        slaGR.update();
    }
}

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Akshaykhare]

@Ankur Bawiskar : This solution is setting the stage of SLA to cancelled but SLA clock is still running. Any solution for this?

[Ankur Bawiskar]

@Akshaykhare 

are you saying the sla timer is still running?

try to set the stop time field (end_time) with the current date/time and see

var slaGR = new GlideRecord('task_sla');
    slaGR.addQuery('task', gr.sys_id);
    slaGR.query();
    while (slaGR.next()) {
        slaGR.setValue('stage', 'cancelled'); // cancel SLA
        slaGR.setValue('end_time', new GlideDateTime());
        slaGR.update();
    }

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Akshaykhare]

@Ankur Bawiskar : I tried doing the same but again stop time(end_time) got mapped with the current date and time but SLA timer is still running.

SLA timer is getting stopped only when I don't use the line gr.setWorkflow(false) but then it triggers notification as well.