when i cancel sc_task's , sla is not getting canceled

Devi D — Thu, 15 May 2025 15:05:17 GMT

Hello Community,

Post Cancelling the SCTASK, the associated RITM and sctaks's are getting cancelled and task SLA is getting updated with stage as 'cancelled' but it does not get cancelled and the workflow of the task_sla is also still running and in the sla stop time is not getting updated.

after business rule on sc_task , when iserted/updated with conditions state changes to cancel and task criticality is not true

var sctask = new GlideRecord('sc_task');

var gr = new GlideRecord('sc_req_item');

if (gr.get(current.request_item)) {

if (current.u_cancellation_choice == '1' && current.u_task_criticality != "true") {

gr.u_fulfiller_cancellation = true;

sctask.addQuery('request_item', current.request_item);

sctask.addEncodedQuery('stateIN1,2,9,10,11');

sctask.query();

while (sctask.next()) {

sctask.state = 8;

sctask.active = false;

sctask.u_cancellation_choice = current.u_cancellation_choice;

sctask.setWorkflow(false);

sctask.update();

var taskgr=new GlideRecord('task_sla');

taskgr.addQuery('task',sctask.sys_id);

taskgr.query();

while(taskgr.next()){

taskgr.active = false;

taskgr.stage='cancelled';

taskgr.update();

}

gr.state = 8;

gr.stage = "Request Cancelled";

gr.update();

}

// Add your code here

})(current, previous);

Re: when i cancel sc_task's , sla is not getting canceled

AshishKM — Thu, 15 May 2025 15:15:53 GMT

Hi @Devi D ,

Please share the SLA configuration for cancel state and workflow diagram, have you configred the RITM cancel state execution path in workflow.

-Thanks,

AshishKM

question when i cancel sc_task's , sla is not getting canceled in Developer forum

when i cancel sc_task's , sla is not getting canceled

Re: when i cancel sc_task's , sla is not getting canceled