About sc_request status management

[Kentaro Numata]

Hello, It's Ken.

Currently, we are using Flow Designer to update the status of sc_request records in our environment. Specifically, when an sc_req_item is closed, we use the "Update Record" action to update the parent sc_request status to Closed as well.

However, I am wondering if this approach to status management is a best practice. By design, a single sc_request can have multiple sc_req_items associated with it. Since our current implementation assumes a 1-to-1 relationship, it doesn't seem quite right.

So my question is: Is there an OOTB (Out-of-the-Box) feature that automatically closes an sc_request once all of its associated sc_req_items are closed?

[Ankur Bawiskar · Accepted solution]

@Kentaro Numata 

my thoughts

-> there is this OOTB BR "Close Parent if Required" but for that you need to ensure your catalog item flow updates stage as that BR is handling stage change

-> if you are not managing stage then have custom after update BR on RITM table and close the REQ once the last RITM under that REQ is closed

Business Rule to close Parent REQ when all RITM is closed 

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[Tanushree Maiti]

Hi @Kentaro Numata 

ServiceNow provides an OOB business rule named Close Parent if Required on the sc_req_item table that automatically evaluates all peer sc_req_item records and closes the parent sc_request only when all associated items are inactive.

Link: https://<your_instance_name>/sys_script.do?sys_id=596fac6bc0a8010a00dca5b76857e592&sysparm_view=&sysparm_record_target=sys_script&sysparm_record_row=1&sysparm_record_list=nameSTARTSWITHClose+Parent+if+Required%5EORDERBYDESCsys_updated_on&sysparm_record_rows=1