Stop SLA timer

Ashish Raj · ‎05-16-2019

Hi Developers

I need your help in one particular case .

In my instance i have one SLA which is running even if the ticket is in cancelled state .

To stop the SLA i wrote one background script to change the stage of the task_sla table record for the particular SLA .

My script is

var gr=new GlideRecord('task_sla');
gr.get('sys_id value');
gr.stage='completed';
gr.update();

This is changing my SLA's Stage value to completed but still the timer is not stopping .

SLA is still progressing in time .

Need your help to figure this out .

Thanks and regards

Ashish

Mike Patel · ‎05-16-2019

You can add condition under stop sla defination when ticket status is cancelled.

Ashish Raj · ‎05-16-2019

Hi

Its not the SLA definition i want to stop ,

I have one sla which is attached to one ticket .

I want to stop the SLA for that particulat ticket only .

I am able to change the state of the ticket but timer is not stopping .

I have SLA definition set to stop when ticket is cancelled or closed , it is working fine for rest of the tickets but not for one particular ticket .

arielgritti · ‎05-16-2019

Hello Ashish

You must add the condition in the SLA definition to stop the timer

Ariel

Ashish Raj · ‎05-16-2019