Incident's Active is not setting to false when Incident state is Cancelled

[prasannasun]

I am not sure what is happening in my environment but when the incident state is cancelled  it is not making the incident to active false.

Vefified with OOB functionality not sure By default in OOB which one is setting incident active to false when cancel the incident.

verified mark_closed business rules but there is no differnce found in my code so not sure can anybody help me.

[Dr Atul G- LNG]

Hi @prasannasun 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1122880

[Ankur Bawiskar]

@prasannasun 

check the link which Atul has shared.

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

[prasannasun]

Hi Ankur, Reviewed the business rule which is proided by Atul.

I have validated that business rules in PDI even though I make it inactive when the state is closed or canceled it is becoming active false. if that is business rules then how is it making false even though it is inactive.

is there any configurations like client script or any other business rule running to make the incident to active false in PDI.

[Dr Atul G- LNG]

Hi @prasannasun 

No, I don't think there is any other BR or script. There are two options: try repairing the incident management plugin once and check, or else log a new support case.