Active field in requested item is not changing to false , When state is closed complete .

nameisnani · ‎08-02-2023

Hi All ,

I am facing the below issue in my ServiceNow instance wherein the status of the field Active of the RITM's sometimes are not changing to false when the state is 'Closed completed' because of which the RITM's are showing up in service portal widget' My request' Closed Complete' option .

Any suggestions on this/ or anyone has faced similar issue.

I feel writing a business rule on RITM table will work , however wanted to understand why its happening when for the same catalog item.

can anyone please root cause for this .

@ServiceNow10sun

BharathChintala · ‎08-02-2023

@SunilKumar Padh can you check any catalog tasks are open under those req items??

and also no need to write business rule there is already one oob provided for this.

If my inputs have helped with your question, please mark my answer as accepted solution, and give a thumb up.
Bharath Chintala

View solution in original post

nameisnani · ‎08-02-2023

HI @Harshal Aditya & @BharathChintala

Thanks for the reply .

where i need to update in OOB business rule .

could you please suggest here .

condition -

current.stage.changes() && (current.stage=="complete" || current.stage=="Request Cancelled" || current.stage=="closed_incomplete" || current.stage=="closed_skipped")

Script -

(function executeRule(current, previous /*null when async*/ ) {
    current.active = false;
    // Delivery Plan Specific, update the state here, so that TaskStateUtil, won't be able set the state.
    if (!current.delivery_plan.nil()) {
        if (current.stage == 'closed_incomplete' || current.stage == 'Request Cancelled')
            current.state = 4;
        else if (current.stage == 'closed_skipped')
            current.state = 7;
    }

    // If we started a workflow for this item, cancel it
    if ((current.stage == 'Request Cancelled') && current.context && !current.context.nil()) {
        var w = new Workflow();
        var gr = new GlideRecord('wf_context');

        if (gr.get(current.context))
            w.cancelContext(gr);
    }

})(current, previous);

can anyone please provide me the updated script .

Thanks in Adavance

@Ravi Chandra_K

View solution in original post

Ravi Chandra_K · ‎08-02-2023

make the OOB inactive and create similar BR with Modified Advanced Conditions.

Or else Modify the Workflow being used by your Request Item so that the Stage is set to one of the expected values. (E.g. complete, Request Cancelled, closed_incomplete or closed_skipped)

Please hit the thumb and Mark as correct if it helped!

Kind Regards,

Ravi Chandra

View solution in original post