Does anybody know if it is possible to cause the software to cancel a scheduled task?
The reason is, for every call that is generated, we create a single scheduled task based on the priority for escalations. However, even if the Service Call is closed straight away, the task is scheduled and sits there and fails when the deadline is reached.
What I have done was to create an "Interim" scheduled task that checks the Status a short period after the call was logged. If your normal escalation is say after 2 hours and 70% of calls get closed after 20 minutes, schedule this for 30 minutes after logging. Use the result of this interim rule to create the next one 90 minutes later if the call is still open then.
The other thing to do is include a copy of the schedule condition but without the schedule. For example if you shedule condition is something like "Status NE closed - schedule 1 hour before deadline" then add another condition of "Status NE closed".
Therefore if the call immedietly becomes closed then the final condition is not true and the scheduled task should net be created.