Is there a way to bypass the conditions in SLA?

[jeansky]

Hello,

I have a scenario in which we need to mass-close the incident tickets. These incident tickets have SLAs attached to them and we also need to force them to stop (because they are In Progress). However, the problem is that we cannot meet the stop condition of the SLA. Is there a way to mark the SLA stage as complete and stop the timer?

[Dr Atul G- LNG]

Hi @jeansky 

I think, if you close the incident , then SLA also get stopped, if the condition met. 

[shloke04 · Accepted solution]

Hi @jeansky ,

Use the below background script to achieve this:

var gr = new GlideRecord('incident');
//gr.addEncodedQuery('Add your query here');
gr.query();
while(gr.next()){
gr.state=7;
closeSLA(gr);
gr.update();
}

function closeSLA(gr){
var taskSLA = new GlideRecord('task_sla');
taskSLA.addQuery('task',gr.sys_id);
taskSLA.query();
while(taskSLA.next()){
taskSLA.stage='completed';
taskSLA.end_time = new GlideDateTime();
taskSLA.update();
}
}

By default, Stop time attribute does not gets updated, so you can update it with current time stamp when you are marking the SLA stage as Completed.

[piyushsain]

Hi @jeansky 

You can mass close the incident and it will close the SLA itself, the only condition is that if you are doing it via script do not use setWorkflow(false)