Incident management cancelled status

[Gary22]

As the default OOB behavior when any incident is cancelled in my application , it is set to active = false . 

I want to change this behavior and i want the incidents to remain in active = true status when incident is cancelled . What is the OOB business rule which sets incident status to false on cancellation ?

PLease guide me ..

[philiplangelund · Accepted solution]

Hi Gary,

There is a business rule that determines whether the active field value needs to change based on changes to the State field.

You can find the rule in your instance by navigating to System Definition -> Business Rules -> Task Active State Management.

Docs: https://docs.servicenow.com/bundle/newyork-application-development/page/app-store/dev_portal/API_ref...

I hope this helps.

[Tony Chatfield1]

Hi, I would like to hear the business drivers behind this requirement as it is not best practice and will potentially result in numerous knock on issues with user visibility/focus, task_sla, workflow and notifications, the ability to manipulate data .... Why not just create a new state of limbo or whatever and remove the cancel state from your options. At least this will make sense to anyone who inherits the instance somewhere in the future.

[Gary22]

Thanks for asking this Tony . 

Currently in my application , when incidents are cancelled they freeze ( active = false ) . 

Some non admin users want to relate these cancelled incidents to problems . How can i achieve that . How can i allow users with a particular non admin role to relate cancelled incidents ( with active = false ) to a problem docket . please advice . 

Thanks a lot everyone for your replies