RITM Stage Getting Set to "Cancelled" When Creating Case via CSM Request Integration

[Puneet Hegde1]

Hi all,

I’ve implemented a custom integration using the Users Request to Case extension point in CSM (sn_cs_sm_request.CSMRequestIntegrations). The goal is to create a Case for each CSM Request automatically. I’ve created a Script Include that is invoked via the extension point, and it successfully creates a Case whenever a new request is made.

However, I'm facing a strange issue:
When the request is created and the Case is generated, all associated RITMs are getting their Stage set to "Cancelled", and the workflow is being cancelled as well.
I have created a request from normal view, which is working as expected.
I ran Script Tracer but couldn't find any script that is explicitly setting the RITM Stage to "Cancelled" or State to "Closed Incomplete". There’s no clue in the logs pointing to what’s triggering this.

Has anyone encountered this behavior before?
Is there a configuration, business rule, or flow that might be reacting to the Case creation or update and causing the RITMs to cancel?
Would really appreciate any insights or ideas to help debug and fix this.

Thanks in advance!