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.

[Fdeveloper]

Hi @Maik Skoddow ,

when i go to dictionary entry i found this

[Maik Skoddow]

Hi @Fdeveloper 

Congrats! You have found the cause of your problem!

Enter the OOTB values and it should work again.

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

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 ,

Thank you it works.

Please how can I modify active = false to incidents which are already closed because before using your solution there are a hundred of incidents which are closed but active = true how can i fix that.

[Maik Skoddow]

Hi @Fdeveloper ,

I see you have asked your question again independently in the community and already got an answer: https://community.servicenow.com/community?id=community_Question&sys_id=12e58dad1bdd7c14a17c62c4bd4b...

And since your actual question was answered by me, I would be happy if you could mark my answer as "Correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing.

Many thanks & kind regards
Maik

[Fdeveloper]

Hi @Suseela Peddisetty 

"incident autoclose" BR active is false (screen1) and i found an advanced script in the BR (screen2)

the schedule item run on the BR (screen3)

screen1

screen2

screen3