Auto closure of related CSM Case task when the parent case is closed

CarolMa6 · ‎03-03-2025

Hi All

There is an auto request, requested item, and catalog task related to a CSM case. A flow designer workflow closes the CSM case 7 days after it is resolved. I want to expand the flow to also close related case tasks. How can I do this, and is it the best solution?

Regards

Ca

Vishal Jaswal · ‎03-03-2025

Hello @CarolMa6

Here is an updated flow which will trigger whenever Case State is Closed and will update associated:
1. Case Task State to Closed
2. Requested Item State to Closed
3. Request State to Closed Complete

Step#1: Trigger

Step#2: Action - Look up Records - Parent is (Drag the pill from Trigger - Record Updated - Case Record from right)

Step#3: Flow Logic - For Each - Items (Drag the 1 - Look up Records > Request Records from right)

Step#4: Update Record - Record (Drag the pill 2 - For Each > Request Record from right)

Further Steps: Repeat the same for RITMs and Case Task or other associated record types

Hope that helps!

Hope that helps!

View solution in original post

Viraj Hudlikar · ‎03-03-2025

Hello @CarolMa6

You can just do lookup on case task table by giving parent case number and just update state to desired state you need.

Let us know what have you tried or is there any blocker on same we here to guide you.

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards

Viraj Hudlikar.

CarolMa6 · ‎03-03-2025

@Viraj Hudlikar there are no records in the case task table, not sure why.

did the lookup error No Record Found on the 2 step so it doesn't run the rest

Ankur Bawiskar · ‎03-03-2025

@CarolMa6

are you sure you are querying with the correct field on REQ?

If you get REQ then you can get the RITM using the previous Lookup on REQ

If you get RITM then you can get the SC Task using the previous Lookup on RITM

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

CarolMa6 · ‎03-03-2025

@Ankur Bawiskar if I understand you correctly, I do get results for the request but not the related ritm or sctask suggestion on what my filter condition should be?

For ritm i used the request sys id as the parent for my condition and there were erors not records found