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incidents are closed from backend, but still SLA is running for those incidents

  • 1.  incidents are closed from backend, but still SLA is running for those incidents

    Posted 04-04-2019 07:10 AM

    Hi All,

     

    We have marked some of the incidents as 'close' from database, but still user & assignee getting mail notification & SLA is running for those incidents. Can anyone please tell how to stop SLA for only those tickets.

     

    Thanks in Advance!



  • 2.  Re: incidents are closed from backend, but still SLA is running for those incidents

    Posted 04-04-2019 07:32 AM

    Hi Mandar,

     

    The issue is probably because you are updating the ticket status, but leaving the active_flag still set to 0 (active). You need to also update the active_flag and set it to 1 (inactive).

     

    See also:

    close bulk tickets with comments in CA service desk r12.7. 

     

    Any reason you chose to go the SQL route and not use the OOTB 'Edit-In-List' or 'Auto-Close' features?

     

    ===

    Kind Regards,

    Brian



  • 3.  Re: incidents are closed from backend, but still SLA is running for those incidents

    Posted 04-04-2019 08:29 AM

    Hi.
    As Brian already pointed to, only when changing data through the object layer of SDM, the application will take care of these related activities.
    I suggest using web services to do these kind of changes. If SOAP or REST doesn't matter.
    In general, don't change data by sql, even a pdm_load won't trigger the application logic.
    Regards
    ....Michael



  • 4.  Re: incidents are closed from backend, but still SLA is running for those incidents

    Posted 04-04-2019 03:48 PM

    Wise words