SLA cancel condition is not working

[nameisnani]

Hi Team , 

can anyone please help me on this issue , 

I have created SLA on sc_req_item table . 

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pic 2 

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I have tested this SLA , start , pause and stop condtions are working properly , the issue with cancel condtion . 

instead of cancel SLA stage is showing ' completed'  when ritm state is ' closed incomplete '

can anyone please help me on this issue on cancel conditon , what was the mistake , where i need to update please help me with the steps .

Thanks 

[Juhi Poddar]

Hello @nameisnani 

Here is the screenshot of SLA configured for cancel condition

As I said earlier there is no issue in your SLA configuration.

Steps to test the cancel scenario:

1. Create a new request or open the RITM form where SLA is not closed/cancelled.
2. Change the state to closed Cancelled/skipped, save the form and check the SLA.
3. The SLA stage should be in cancelled state.

Hope this helps!

"If you found my answer helpful, please like and mark it as an "accepted solution". It helps future readers to locate the solution easily and supports the community!"

Thank You
Juhi Poddar

[nameisnani]

@Juhi Poddar 

Thanks for quick help , 

There was Business rule configured on sc_task , and I am thinking because of that BR , SLA is delaying . 

(function executeRule(current, previous /*null when async*/ ) {

    //Update RITM State   
    var flag =0;
    var state=current.state;
    var gr = new GlideRecord("sc_task");
    gr.addActiveQuery();
    gr.addQuery("request_item", current.request_item);
    gr.query();
    while (gr.next()) {
    state = gr.state;
    if(state !=3 || state !=4|| state !=7){
//gs.addErrorMessage("Please close the sc_tasks to proceed to Resolved state");
//current.setAbortAction(true);
    flag =1;
    break;
    }}
    var ritmst = new GlideRecord('sc_req_item');
    ritmst.get(current.request_item);
    
    //Update ritm state similar to sctask
    //ritmst.stage = 'fulfillment'; // Update stage after SCTASK is reopened 
    if (flag==0){
    ritmst.state = current.state; 
    ritmst.setWorkflow(false);
    ritmst.update();
    ritmst.setWorkflow(true);
    }
    else {
    ritmst.state = state; 
    ritmst.setWorkflow(false);
    ritmst.update();
    ritmst.setWorkflow(true);
    }
    ritmst.update();
    var reqstate = ritmst.state;
    //Update Request State 
    var req = new GlideRecord('sc_request');
    req.addQuery('sys_id', current.request);
    req.query();
    while (req.next()) {
        req.state = reqstate;
        req.setWorkflow(false);
        req.update();
        req.setWorkflow(true);

        if (reqstate == 3) req.stage = "closed_complete";
        if (reqstate == 4) req.stage = "closed_incomplete";
        if (reqstate == 7) req.stage = "closed_skipped";
        req.setWorkflow(false);
        req.update();
        req.setWorkflow(true);

        if (reqstate == 3) req.request_state = "closed_complete";
        if (reqstate == 4) req.request_state = "closed_incomplete";
        if (reqstate == 7) req.request_state = "closed_skipped";
        req.setWorkflow(false);
        req.update();
        req.setWorkflow(true);
        req.active = "false";
        req.setValue("active", "false");
        //req.setWorkflow(false);
        req.update();
        //req.setWorkflow(true);
        
    }

})(current, previous);

There was more setworkflow was written because of that i think issue is happening , 

could you please provide me the correct or updated script so that i can update . 

[Juhi Poddar]

Hello @nameisnani 

• Sorry, this is not a OOTB buisness rule.
• Additionally, this should not interfere with the SLA.
• SLA is designed to work based on the state value in RITM table.

Hope this helps!

"If you found my answer helpful, please like and mark it as an "accepted solution". It helps future readers to locate the solution easily and supports the community!"

Thank You
Juhi Poddar

[Dr Atul G- LNG]

Hi @nameisnani 

I agree with Juhi, but also why SLA in RITM , it is not best pratice and a good use case. Better create SLA On SC task level. 

[Ankur Bawiskar]

@nameisnani 

the cancel condition is configured correctly.

Is this happening for all RITMs?

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