What is the Exact behavior of "Cancelled Incident" tickets Active is true or Active is false?

[padhu1]

Hi Friends,

                      What is the Exact behavior of "Cancelled Incident" tickets status Active is true or Active is false?can any one help what is exact behavior of service now?

Thanks in Advance.

[Alikutty A]

Hi,

The oob behavior is to set the active field to false when state of incident is changed to closed or cancelled (Tested in Istanbul version)

Thanks

Please Hit like, Helpful or Correct depending on the impact of the response

[padhu1]

yes ,correct but i am facing problem because of after closing ticket users are updating the reference field .so that is not OOB functionality   because INC tickets Remains   active true .(normal closing tickets are active false only).

[shloke04]

Hi,

Once the Incident State has been changed to Closed, User should not be having Access to Update the Records ideally, Kindly check the ACL on the Incident Table to make all the fields Read Only so that this can avoided in future. If there are any fields which are still editable Please configure a Write Operation ACL for that field and block the access for those editable fields once the Incident is Closed or Cancelled.

For the current scenario,once the ticket has been Cancelled or Closed Active Flag on the Incident changes to False as explained above by alikuttyka.

If it's not working you need to check your Business Rule as well named "mark_closed" on the Incident Table available OOB to check if it has been modified or not because with the help of this BR only the Flag gets set to False for Closed and Cancelled States as shown below:

You may also Navigate to the BR using the below link:

https://instance.service-now.com/sys_script.do?sys_id=bf3f8917c0a8016400a867dc0794e8ad&sysparm_recor...

Replace "instance" with your Instance Name to check for the BR.

Hope this helps.Mark the answer as correct/helpful based on impact.

Regards,

Shloke

[shloke04]

Hi,

If your query has been Resolved, would you mind marking the answer as correct so that the thread can be closed.

Regards,

Shloke