RITM Closure and user notification

[Swetham]

Hello All,

I have a requirement to close out all the RITMs from a given list and the corresponding requests should also be set to the states and stages given in requirement

The requestor has to be notified with a close code comments stating " Your approval is rejected as it is long pending with the approver".

Below code is updating states and stages but comments is not getting updated.

@Anurag Tripathi Please advise.

try {

    var closeRITM = new GlideRecord('sc_req_item');

    // Adding encoded query to filterout records from list provided by incident management team to set state as close d incomplete.

//sample data

    var strQuery = 'number=RITM0003241';

    closeRITM.addEncodedQuery(strQuery);

   // closeRITM.setLimit(1);

    closeRITM.query(); 

    while(closeRITM.next()) {

closeRITM.setValue('work_notes',"Request is rejected following the three-strike principle, when pending approval for long time.");

closeRITM.setValue('comments',"Request is rejected following the three-strike principle, when pending approval for long time.");

       closeRITM.setValue('state',4);

closeRITM.setValue('stage','complete');

closeRITM.setValue('active','false');

       // closeRITM.autoSysFields(false);

       // closeRITM.setWorkflow(false);

  closeRITM.update();

var closeReq = new GlideRecord("sc_request");

closeReq.addQuery('sys_id',closeRITM.request);

closeReq.query();

if(closeReq.next())

{

closeReq.setValue('state',4);

closeReq.setValue('stage','closed_incomplete');

closeReq.work_notes = "Request is rejected following the three-strike principle, when pending approval for long time.";

}

       closeReq.update();

    }

}

 catch (e) {

    gs.error(gs.getMessage("Exception occurred while running fix job to close RITMs", e.message));

}

[Hemanth M1 · Accepted solution]

Hi @Swetham ,

Would you try dot walking update instead set value. 

//closeRITM.setValue('work_notes',"Request is rejected following the three-strike principle, when pending approval for long time.");
//closeRITM.setValue('comments',"Request is rejected following the three-strike principle, when pending approval for long time.");

//try below

closeRITM.comments = "Request is rejected following the three-strike principle, when pending approval for long time.";
closeRITM.work_notes="Request is rejected following the three-strike principle, when pending approval for long time."
       closeRITM.setValue('state',4);

tried in my PDI seems to be working