Incident - Cancel State
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‎02-27-2012 09:46 AM
What is the best approach to setting cancelled incident tickets to Non-Active?
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Incident Management
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‎02-28-2012 11:21 AM
Thanks Scott! Makes sense. Will I have to create another property for Cancelled?
Currently we use glide.ui.autoclose.time for the automatic close for Resolved Incidents.
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‎02-28-2012 10:59 AM
You can use the 'TaskStateUtil' to control 'active' and 'inactive' based on the Incident State. See the following article.
http://wiki.service-now.com/index.php?title=TaskStateUtil
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‎02-28-2012 12:32 PM
Hi rsanon,
I set Active=False for cancelled Incidents because in our process, these types of tickets are not going to alive again.
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‎02-28-2012 12:50 PM
Thanks Abhijat!
What steps did you take to achieved that?
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‎02-28-2012 01:20 PM
Have created a new UI Action that makes the status of ticket to 'Cancelled' and active=false. And this button remains visible to user unless the ticket gets resolved.
