Best practice when RITM changes to closed incomplete with active catalog tasks

Kathy D
Tera Contributor

‎05-01-2025 11:12 AM

Looking for advice on best practice.

 

We recently had an Incident asking us to investigate activity for a RITM that was manually marked as "closed incomplete", after the following had already occurred:

  • 1st catalog task had been "completed" and updated as such
  • 2nd task was added and was in an "open" state
  • RITM Stage now changed to "ordering"

Shortly afterwards, a fulfiller manually updated the 2nd task that was added and in an "open" state to "closed skipped".

  • ***because flow still running, the below happens***
  • 3rd catalog task was added - fulfiller marked this as closed skipped

 

The 3rd task that was marked as "closed skipped" was the last task in the flow block.

  • because all tasks had been marked as "closed skipped", flow picked up and did the following:
    • changed state from " closed incomplete" to "closed complete"
    • changed the stage from "ordering" to "completed"
    • changed resolution notes from "caller cancelled" to "all line items are completed"

WHAT would be the best practice to keep this from happening?

  • The first instruction I was given was to update the workflow
    • If I go this route, struggling how to accomplish on this flow that has sequential catalog tasks in several blocks of the flow
  • Before I was given this instruction, my logic was to a BR to run if a RITM state changes to closed incomplete and to check for any open catalog task, and mark as closed skipped, and set the stage to "request cancelled"
    • when the stage sets to "request cancelled", we have a BR that stops the flow and no more task will be created

What would be the BEST practice in this instance?

 

If I need to update the flow, what would be the BEST way to check the RITM state before EACH catalog task creation and based on that state, update RITM accordingly?

 

Thanks in advance!

 

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pratikjagtap
Giga Guru

‎05-01-2025 11:09 PM

Hi @Kathy D ,

 

Try flow designer 

 

1.Before Each Catalog Task Action:

Add a "If" logic block.

Condition:

Requested Item.State IS NOT Closed Incomplete

 

2.Only create the Catalog Task inside the IF block.

 

If my response helped, please hit the 👍Thumb Icon and accept the solution so that it benefits future readers.

 

Regards,
Pratik

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