Stop Timer for Resolved/Closed Major incident Communication Tasks

[Community Alums]

hi Team,
we are working on Major incidents module. Major incidents have communication plans that are nothing but notifications to be sent to the Impacted users. The notifications have a time line attached to it. for e.g. Initial notification to the impacted users have to be sent within 15 minutes of major incident creation. The timers are displayed next to the communication tasks in the major incident work bench (Refer attachment). These notification when not sent and when the incident is resolved/closed, still the time keeps running. Refer attachment.

Why is the notification timer running after the major incident is resolved/closed.
Please advice.

Thanks & Regards,
VenkataRamanan K.

[ServiceNow Tec2 · Accepted solution]

This has been resolved by ServiceNow Technical Support. Please refer to KB0761150 for more information.

[Nazhath1]

Hi

I do not have access to this KB. I have a similar issue which needs to be resolved.

[Tania_Alexiou]

Hello!
Do you have the solution as i don't have access to the knowledge article that is referring?

Thank you