How to supress notification on Incident

Akshaykhare · ‎01-28-2025

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 · ‎01-29-2025

@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.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Ankur Bawiskar · ‎01-29-2025

@Akshaykhare

can you share what do you mean by SLA timer is still running? share screenshot

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Akshaykhare · ‎01-29-2025

I am reffering to actual elapsed time and business elapsed time as highlighted in image. These times are still running.

Ankur Bawiskar · ‎01-29-2025

@Akshaykhare

are they getting refreshed? did you reload and see if the value got updated

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Akshaykhare · ‎01-29-2025

@Ankur Bawiskar
Yes I can confirm, they are getting updated, as I am continuously monitoring and reloading them.

Ankur Bawiskar · ‎01-29-2025

@Akshaykhare

In my case the time has stopped and it doesn't refresh.

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

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader