How to stop SLA without removing setworkflow in BG script

[thaduri sai]

Hi Team,

We have a requirement to close bulk incidents through background script.

Script:-

var gr = new GlideRecord('incident');

gr.addQuery('your_criteria_field', 'your_criteria_value');

gr.query();

while (gr.next()) {

    gr.setValue('incident_state', '7');

    gr.setValue('close_code', 'your_close_code');

    gr.setValue('close_notes', 'Your closing notes');

    gr.setWorkflow(false);

    gr.update();

}

By using this above script. we are able to close the incidents. But still SLA is running. How to stop SLA without removing setworkflow(false).

Kindly please help on this.

Thanks for the advance.

Thanks,

Saikrishna

[Abhijith322]

Can't you try gliding in the task_sla table to remove the active SLAs?

[Abhijith322]

Something like,

var gr = new GlideRecord('incident');

gr.addQuery('your_criteria_field', 'your_criteria_value');

gr.query();

while (gr.next()) {

    gr.setValue('incident_state', '7');

    gr.setValue('close_code', 'your_close_code');

    gr.setValue('close_notes', 'Your closing notes');

    gr.setWorkflow(false);

    gr.update();

   var grSLA=new GlideRecord('task_sla');

  grSLA.addEncodedQuery('task.sys_id='+gr.sys_id.toString())

grSLA.query();

grSLA.deleteMultiple();

}

NB: Verify the syntax

[thaduri sai]

I have tried above script but all activities are triggering. And state is inprogress.

Please find below screenshots.

 

Please help on this.

Thanks,

Saikrishna

[Abhijith322]

I assume that the backend value for 'state' is just 'state NOT 'incident_state'.

Try this instead.

var gr = new GlideRecord('incident');

gr.addQuery('your_criteria_field', 'your_criteria_value');

gr.query();

while (gr.next()) {

    gr.setValue('state', 7);

    gr.setValue('close_code', 'your_close_code'); //Use a valid close code from the choices available

    gr.setValue('close_notes', 'Your closing notes'); 

    gr.setWorkflow(false);

    gr.update();

   var grSLA=new GlideRecord('task_sla');

  grSLA.addEncodedQuery('task.sys_id='+gr.sys_id.toString())

grSLA.query();

grSLA.deleteMultiple();

}

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