Cancelling Existing Incident SLAs and Attaching New Ones

[Paul Curwen]

Most of the time when amending existing SLAs you can simply amend the existing SLA with an end date/time Start condition and put a new date/time Start Condition on the new SLA version, but sometimes you may need to completely cancel and attach a set of different SLAs for example when a contract is totally renegotiated. Well this script will do that for you:

(function() {
try {
gs.info(‘Starting batch SLA fix process…’);

```
    // Query for incidents that need SLA fix
    var incGR = new GlideRecord('incident');
    incGR.addQuery('active', true);
    incGR.addQuery('state', '!=', 6); // Not closed
    incGR.addQuery('state', '!=', 7); // Not cancelled
    // Add additional query conditions as needed
    // Example: incGR.addQuery('assignment_group', 'specific_group_sys_id');
    incGR.query();
   
    var processedCount = 0;
    var totalApplied = 0;
   
    while (incGR.next()) {
        gs.info('\n--- Processing: ' + incGR.number + ' ---');
       
        // Cancel old SLAs
        var taskSLAGR = new GlideRecord('task_sla');
        taskSLAGR.addQuery('task', incGR.sys_id);
        taskSLAGR.addQuery('active', true);
        taskSLAGR.query();
       
        var cancelledForThis = 0;
        while (taskSLAGR.next()) {
            taskSLAGR.active = false;
            taskSLAGR.stage = 'cancelled';
            taskSLAGR.update();
            cancelledForThis++;
        }
        gs.info('Cancelled ' + cancelledForThis + ' SLA(s)');
       
        // Trigger SLA recalculation using TaskSLAController
        gs.info('Triggering SLA attachment...');
        var slaController = new TaskSLAController();
        slaController.attach(incGR);
       
        gs.sleep(1000); // Brief pause for processing
       
        // Count applied SLAs
        var appliedSLAGR = new GlideRecord('task_sla');
        appliedSLAGR.addQuery('task', incGR.sys_id);
        appliedSLAGR.addQuery('active', true);
        appliedSLAGR.query();
        var appliedForThis = appliedSLAGR.getRowCount();
       
        gs.info('Applied ' + appliedForThis + ' new SLA(s)');
        totalApplied += appliedForThis;
        processedCount++;
    }
   
    gs.info('\n==================================================');
    gs.info('Batch processing complete!');
    gs.info('Processed ' + processedCount + ' incident(s)');
    gs.info('Total SLAs applied: ' + totalApplied);
    gs.info('==================================================');
   
} catch (e) {
    gs.error('Error in batch SLA fix: ' + e.message);
    gs.error('Stack trace: ' + e.stack);
}
```

})();

Hope this helps anyone who finds it