Business Rule on RITM

[akash12345]

Need to add BR on RITM  for verifying all the catalog task are closed then only RITM will be closed.

[AshishKM]

Hi @akash12345 ,

Why you need to check this externally, do you have some ad-hoc task which are created outside of running workflow. If yes, then you should apply logic within the specific workflow only. OOTB the running workflow does this check and end after all tasks are closed ( if configured properly ).

Describe the use case in details here, we should not configure the BR just for few catalog item issues as this BR will run on every RITM where it's not needed.

-Thanks,

AshishKMishra

[Bphan]

HI @akash12345 

You can using after update BR to check State change to Resolved or closed

(function executeRule(current, previous /*null when async*/ ) {
    //Check if there is any unresolved catalog task status
    //Set flag is true if found any unresolved catalog task status and no action
    //If all catalog are resolved, the requested item will be resolved
        var _flag = false;
        var gr_scTask = new GlideRecord('sc_task');
        gr_scTask.addActiveQuery();
        gr_scTask.addQuery('request_item', current.request_item);
        gr_scTask.addQuery('state', '!=', 5); //Resolved
        gr_scTask.addQuery('state', '!=', 9); // Cancelled
        gr_scTask.query();
        if (gr_scTask.hasNext()) {
            _flag = true;
        } else {
            var gr_scReqItem = new GlideRecord('sc_req_item');
            gr_scReqItem.addActiveQuery();
            gr_scReqItem.addQuery('sys_id', current.request_item);
            gr_scReqItem.query();
            if (gr_scReqItem.next()) {
                gr_scReqItem.state = '5'; //Resolved
                gr_scReqItem.stage = 'Resolved';
                gr_scReqItem.update();
            }
        }
})(current, previous);

Please mark this response as correct and helpful if it helps you

[Ankur Bawiskar]

@akash12345 

usually we don't close RITM manually.

RITM should ideally get closed once all catalog tasks associated to that RITM is completed.

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