when incident state is closed active="true" not "false"

[Fdeveloper]

Hi,

when an incident state is closed active=true not false and when I want to change active to false manually there are some incidents active  change to false but some incident active  remains true .

how I can solve this problem once the inicdent is closed active = false and how I can correct incidents that are closed and active = true becomes active = false.

Any suggestion and help please.

Thank you.

[Suseela Peddise]

Hi,

As per the OOB functionality, resolved incidents gets closed based on the schedule job automatically. Please check OOB 'incident autoclose' BR is active . And also check schedule item entry to run the BR rule

If I have answered your question, please mark my response as correct and/or helpful.

Thanks,

Suseela P.

[Maik Skoddow]

Hi

It seems that you have some customizations at state definitions.

Please go to

https://<YOUR INSTANCE>.service-now.com/nav_to.do?uri=sys_dictionary_override.do?sys_id=73da1af73b10130050bec9bb34efc494

and check the values at field "attributes". OOTB there is the following definition:

close_states=7;8,default_work_state=2,default_close_state=7,ignore_filter_on_new=true

For more information please see https://docs.servicenow.com/bundle/quebec-it-business-management/page/product/project-management/tas.... Yet it is concerning another table the same rules apply to the Incident table.

Also interesting is the documentation of the TaskStateUtil class which handles setting of active regarding the state: https://developer.servicenow.com/dev.do#!/reference/api/quebec/server_legacy/c_TaskStateUtil

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

[Fdeveloper]

Hi @Maik Skoddow ,

when i try to access into the url https://<INSTANCE>.service-now.com/nav_to.do?uri=sys_dictionary_override.do?sys_id=73da1af73b10130050bec9bb34efc494 

it show me "Record not found"

[Maik Skoddow · Accepted solution]

Okay, here the long way:

(1) Right click on "state" field then "Configure Dictionary":

(2) Scroll down to the Related List "Dictionary Overrides" and select "Incident":

(3) Find the state value definitions at field "Attributes":

These values are more important than the "Autoclose" Business Rule!

Kind regards
Maik

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.