my incident tickets: when ever we will "cancelled" the Incident ticket "active is false "by default But I am facing the cancelled Incidents also active is true.so can any one provide the code for cancelled tickets i have to set false .

[padhu1]

Hi friends,

my incident tickets: when ever we will "cancelled" the Incident ticket "active is false "by default   But I am facing the cancelled Incidents also active is true.so can any one provide the code for cancelled tickets i have to set active is   false .

is it clear?if not please comment the same.

Thanks in Advance.

[sunilsafare]

Hi Padhu,

How are you handling making incidents to false when it is cancelled.

Try debugging business rules and ui actions where it is making active as false.

Probably you need to look below OOB br's

Task Active State Management

Copy State to Incident State

Copy Incident State to State

Thanks,

Sunil Safare

[padhu1]

Hi sunil thank you for your quick reply,

BR::Task Active State Management in this BR they are given only close ticket functionality not cancelled functionality.shall i include for cancelled incident ticket functionality in that BR ?if yes how can we write?

  //set record to inactive (cancelled) if we move from an active state to an inactive state:::

?

  //set record to inactive (close) if we move from an active state to an inactive state

  if (!previousStateInactive && currentStateInactive && current.active) {

  current.active = false;

  gs.print(current.getDisplayValue() + ": State changed (" + previous.state.getDisplayValue() + "->" + current.state.getDisplayValue() + "), setting task to inactive");

  }

Thanks in Advance.

[sunilsafare]

Hi Padhu,

I am not clear what you are trying to achieve here.

1) Do you want to make active as false for existing cancelled incidents?

2) Do you want to implement functionality to make active as false while cancelling the incident?

3) Is there issue with existing functionality that it is not making active as false while cancelling the incidents?

Thanks,

Sunil Safare

[padhu1]

hi sunil,

Yes issue with existing functionality that it is not making active as false while cancelling the incidents only some of canceled incidents active is true only( around 900 tickets   status is same).i wanted to make those active is false and future cancelled tickets so that it will properly.please see the below lines.

INC's that were set to "Cancelled" and "Resolved" were showing as "Active=True". These type of tickets have to be "Active=False".

i want to make existing incidents(around 900 incidents)Cancelled INC's active is true to active is false?? please see the below cancelled is true incidents.