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]

Sujala's answer is perfect to to make inactive for existing incidents and making future incidents inactive.

Thanks,

Sunil Safare

[padhu1]

hi sujala thank you so much for your clear explanation

                              I am running your backround script and BR but i am getting this message while running background script:

[Domain Paths] Query against table sys_script restricted by domain values [Accenture[c90a2b444a3623120064ed56263be407], Standard[bcaaa4ab374431008ac465e2b3990e5d], TOP[774190f01f1310005a3637b8ec8b70ef], global]
*** Script: not restricted
[Domain Paths] Query against table incident restricted by domain values [Accenture[c90a2b444a3623120064ed56263be407], global]
*** Script: 100
[Domain Paths] Query against table wf_context restricted by domain values [Accenture[c90a2b444a3623120064ed56263be407], global]
[Domain Paths] Query against table sysapproval_approver restricted by domain values [Accenture[c90a2b444a3623120064ed56263be407], global]
[Domain Paths] Query against table sysrule_approvals restricted by domain values [Accenture[c90a2b444a3623120064ed56263be407], Standard[bcaaa4ab374431008ac465e2b3990e5d], TOP[774190f01f1310005a3637b8ec8b70ef], global]
[Domain Paths] Query against table sys_script restricted by domain values [Accenture[c90a2b444a3623120064ed56263be407], Standard[bcaaa4ab374431008ac465e2b3990e5d], TOP[774190f01f1310005a3637b8ec8b70ef], global]
[Domain Paths] Query against table incident restricted by domain values [Accenture[c90a2b444a3623120064ed56263be407], global]
[Domain Paths] Query against table task_sla restricted by domain values [Accenture[c90a2b444a3623120064ed56263be407], global]
[Domain Paths] Query against table contract_sla restricted by domain values [Accenture[c90a2b444a3623120064ed56263be407], Standard[bcaaa4ab374431008ac465e2b3990e5d], TOP[774190f01f1310005a3637b8ec8b70ef], global]
*** Script [TaskSLAController]: 2017-03-17 03:10:59.137 [DEBUG] _processNewSLAs_criticalSection:
Field values for incident INC0187711:
{"active":"1","approval":"not requested","assigned_to":"7cf287560fc24a0035fde478b1050ee4","assignment_group":"63ffc8940f0d1e00af48abf8b1050ed4","caller_id":"22686a560f424a0035fde478b1050ec8","child_incidents":"0","closed_at":"2016-05-25 03:25:43","closed_by":"7cf287560fc24a0035fde478b1050ee4","cmdb_ci":"1b3e251013ae1600daed36666144b073","company":"c04a66e837a47100c9b465e2b3990efd","contact_type":"phone","description":"Node was not converted back to correct VLAN\r\n=================================\r\nError description and Screenshot: N/A\r\n=================================\r\nTroubleshooting performed:\r\n\r\n-jace.a.g.beltran called to report that his colleague's node was not converted back to its Project VLAN.\r\n-Checked user's node on NCT Tool. VLAN ID is MDT_2nd_Global1_510.\r\n-User's node is 14P-299 .\r\n-jace.a.g.beltran informed that his colleague's was recently rebuild. Ticket: MEL0654365.\r\n\r\n\r\nEnterprise ID: trixie.v.g.oliveros\r\nShift Schedule: 2pm-12am\r\nProject Name: Sparq Solutions\r\nLocation/Cubicle No.: G1/14.46A\r\nContact No.: 53281\r\n=================================\r\nIf taken assistance from Referral: Bianca\r\n================================= \r\n","escalation":"0","impact":"3","incident_state":"8","knowledge":"0","location":"5b01d1330fe112c0af48abf8b1050e71","made_sla":"0","notify":"1","number":"INC0187711","opened_at":"2016-04-04 08:15:53","opened_by":"7cf287560fc24a0035fde478b1050ee4","priority":"3","reassignment_count":"1","reopen_count":"0","resolved_at":"2016-05-25 03:25:43","severity":"3","short_description":"Node was not converted back to correct VLAN","state":"8","sys_class_name":"incident","sys_created_by":"danica.tubalado","sys_created_on":"2016-04-04 08:32:09","sys_domain":"c90a2b444a3623120064ed56263be407","sys_domain_path":"!!!/!!!/!!!/","sys_id":"3ffd91c613ae56005571d4a76144b0f0","sys_mod_count":"9","sys_updated_by":"kambham.muthyalamma.admin","sys_updated_on":"2017-03-17 10:10:58","task_for":"22686a560f424a0035fde478b1050ec8","u_admin_request":"0","u_categorization":"a88da0140f4d1e00af48abf8b1050eaa","u_closed_on_initial":"0","u_code_change_required":"0","u_major_incident":"0","u_override_sla":"0","u_owner_group":"63ffc8940f0d1e00af48abf8b1050ed4","u_project":"7e9263080fc91e00af48abf8b1050e0e","u_push_to_akn":"0","u_reference":"INC0187711","u_reported_date":"2016-04-04 08:32:09","u_requester":"22686a560f424a0035fde478b1050ec8","u_response_date":"2016-05-25 03:25:41","u_shipping":"0","upon_approval":"proceed","upon_reject":"cancel","urgency":"3"}
*** Script [TaskSLAController]: 2017-03-17 03:10:59.143 _newSLACondition: using SLAConditionBase
*** Script [SLAConditionBase]: 2017-03-17 03:10:59.144 [DEBUG] _conditionMatches: [priority=4^active=true^state=1^assignment_group.parent!=67f682561387ee001b2730128144b03f^assignment_group.parent!=23f682561387ee001b2730128144b047^assignment_group.parent!=6ff682561387ee001b2730128144b03a^assignment_group.nameNOT LIKEAPPSUP-A&P^assignment_group.nameNOT LIKEAPPSUP-AandP^EQ] on INC0187711 [3ffd91c613ae56005571d4a76144b0f0] => false
*** Script [TaskSLAController]: 2017-03-17 03:10:59.145 [DEBUG] _checkNewSLA: checking ACN P4 Response, start condition matched=false
[Domain Paths] Query against table sys_user_group restricted by domain values [Accenture[c90a2b444a3623120064ed56263be407], global]
*** Script [TaskSLAController]: 2017-03-17 03:10:59.148 _newSLACondition: using SLAConditionBase
*** Script [SLAConditionBase]: 2017-03-17 03:10:59.149 [DEBUG] _conditionMatches: [priority=3^assignment_group.parent!=67f682561387ee001b2730128144b03f^assignment_group.parent!=23f682561387ee001b2730128144b047^assignment_group.parent!=6ff682561387ee001b2730128144b03a^assignment_group.nameNOT LIKEAPPSUP-A&P^assignment_group.nameNOT LIKEAPPSUP-AandP^EQ] on INC0187711 [3ffd91c613ae56005571d4a76144b0f0] => true
*** Script [SLAConditionBase]: 2017-03-17 03:10:59.150 [DEBUG] _conditionMatches: [stateIN7,8^ORpriority!=3^EQ] on INC0187711 [3ffd91c613ae56005571d4a76144b0f0] => true
*** Script [TaskSLAController]: 2017-03-17 03:10:59.150 [DEBUG] _checkNewSLA: checking ACN P3 Resolution, start condition matched=false
*** Script [TaskSLAController]: 2017-03-17 03:10:59.152 _newSLACondition: using SLAConditionBase
*** Script [SLAConditionBase]: 2017-03-17 03:10:59.153 [DEBUG] _conditionMatches: [priority=1^active=true^state=1^EQ] on INC0187711 [3ffd91c613ae56005571d4a76144b0f0] => false
*** Script [TaskSLAController]: 2017-03-17 03:10:59.153 [DEBUG] _checkNewSLA: checking ACN P1 Response, start condition matched=false
*** Script [TaskSLAController]: 2017-03-17 03:10:59.155 _newSLACondition: using SLAConditionBase

---

and existing cancelled incidents not getting updated to active false.please assist the same.i don't know what it mean error?

[sujalavemula]

Are you working on MSP instance ? and which release you are working on ?

[padhu1]

hi sujala ,

                                    i am not using MSP instance.jusy i added this line of code before updating "gr.setWorkflow(false); " it is working fine.

thanks you very much for your help.