Close RITM Tickets without sending notification

deepika46 · ‎10-19-2023

Hello everyone,

Is there any way to close the RITM requests without sending any notification. There is a requirement that we will receive a bulk of RITM's and those RITM in whichever state they are,(workflow might have many notifications) If we get the request to close the RITM tickets, No mail should be sent to requestor. Is it possible?

Harsh_Deep · ‎10-19-2023

Hello @deepika46 ,

Please refer below code-

var gr = new GlideRecord('sc_req_item');
gr.addEncodedQuery('numberINRITM01111,RITM01112,RITM01113,HRC01114');
gr.query();
while(gr.next()) {
var gr1 = new GlideRecord('sc_task');
gr1.addEncodedQuery('request_item='+gr.sys_id);
gr1.query();
while(gr1.next()){
gr1.setWorkflow(false);
gr1.state = '3'; // for closing
gr1.update();
}
var gr2 = new GlideRecord('sc_request');
gr2.addEncodedQuery('sys_id='+gr.request);
gr2.query();
if(gr2.next()){
gr2.setWorkflow(false);
gr2.state = '3'; // for closing
gr2.update();
}
gr.setWorkflow(false);
gr.state = '3';
gr.update();
}

Please mark my answer as helpful and Please Accept Solution.
Thanks

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Anurag Tripathi · ‎10-19-2023

Do you know how are the emails getting triggered?

if it is via an event which is sent via BR then you can skip it. To do so you can user .serWorkflow(false) in your script to bulk close those, that will skip all BR for that transaction and so the events wont trigger.

-Anurag

deepika46 · ‎10-19-2023

Those RITM's can have notification triggered from event or through "create notification". Like there can be 100 RITM's with different logic for triggering notifications. If i get the request of cancel these tickets, then it should just go to cancelled without triggering any notification

deepika46 · ‎10-19-2023

but all those notifications will be triggered from a workflow

Jaspal Singh · ‎10-19-2023

Yes, using setWorkflow(false) will not trigger mails.