HRSD | When we transfer the case, original case is still active

[IAmIshan]

We are facing an issue after the Xanadu upgrade. When a case is transferred, the original case's state changes to 'Canceled'; however, the case remains active. As a result, the SLAs are still running."


Where can I find the script that updates the active field value and also, sets the SLA record values

[Community Alums]

Hi @IAmIshan ,

Please refer to the solution provided by @Susan Britt :

https://www.servicenow.com/community/hrsd-forum/transfer-case-state-set-to-inactive-and-remains-stat...