business rule "mark closed" on task table issue,

[Raviteja K]

We have a business rule mark closed on task table with condition (current.state.changes(3)||current.state.changes(4)current.state.changes(7)) which make current.active = false.

But this BR is affecting Incident and Change applications. When incident state is equal to 4 or change state is equal to 3 this BR is making related records inactive which is causing a issue.

Those incidents and change records are disappeared from list view since they are becoming inactive.

Incident states are customized states and Change states are inherited from Task table.

Please help to fix this issue. Thanks in advance.

[Patrick Fedigan]

task.list contains all tasks. This includes everything that's extended off of task such as Incident and Change. Having a business rule on task will affect all those records.

Having a check in the business rule to see the task type can help with if it needs to run or not but it would be easier to create a business rule for that specific task extended table.

[Raviteja K]

Can we override this, without deactivating that business rule

[shruti_tyagi]

Hi Raviteja,

mark closed business rule you have is OOB or you customized it? OOB business rule call script include: TaskStateUtil to determine inactive states and based on that result it set active=false. Checkout this documentation about TaskStateUtil:

http://wiki.servicenow.com/index.php?title=TaskStateUtil#gsc.tab=0

See if that helps.

Please mark as a correct or helpful if it is useful based on the impact.

Shruti