Cancel request if catalog task is cancelled

[Ankita Gupte]

Hi Experts,

I have created a UI Action cancel task on catalog task form. So when "Cancel Task" UI action is clicked the associated RITM stage must be Request Cancelled, workflow must be cancelled and All associated REQ/RITM/Catalog task state must be closed incomplete. To achieve this I have written below script 

function cancelTask(){

if(confirm('Are you sure you want to cancel your Request?')) {

//Call the UI Action and skip the 'onclick' function

gsftSubmit(null, g_form.getFormElement(), 'cancel_sc_task');

}

return false;

}

//Code that runs without 'onclick'

//Ensure call to server-side function with no browser errors

if (typeof window == 'undefined')

updateTaskAndRITM();

function updateTaskAndRITM(){

current.state = 4; //value for Cancelled

current.work_notes = 'Request Cancelled';

current.comments = 'Request Cancelled';

current.update();

var reqItem = new GlideRecord('sc_req_item');

reqItem.addQuery('sys_id', current.request_item);

reqItem.query();

while(reqItem.next()) {

reqItem.setValue('stage','Request Cancelled');

reqItem.setValue('state','4');//stage is completed

reqItem.setValue('active','false');//stage is completed

reqItem.current.setWorkflow(false);//to disable all the notifications

reqItem.update();

new UIActionUtils().approvalsNoLongerRequired(current.sys_id);

}

var sctask = new GlideRecord('sc_task');

sctask.addQuery('request_item', 'current.sys_id');

sctask.query();

while(sctask.next()) {

    sctask.state = 4;

    sctask.worknotes = 'Request Cancelled';

}

var req = newGlideRecord('sc_request');

req.addQuery('request_item', 'current.sys_id');

req.query();

while(req.next()) {

    req.state = 4;

    req.worknotes = 'Request Cancelled';

}

}

The problem here is The RITM workflow is getting completed due to which REQ is updated as close complete instead of close incomplete.

Please advice how can I cancel the RITM workflow and update REQ state as close incomplete.

[OlaN]

Hi,

Two things.

You should really start exploring Flow designer. Workflow editor is considered legacy since a while back.

Instead of writing a UI action that tries to cancel all the related RITM and REQ to the SCTASK, just cancel the SCTASK itself, and then have the Flow/Workflow evaluate how the SCTASK was ended, and act different if it was completed or cancelled.

[Ankita Gupte]

We have implemented the workflow editor approach, but customer did not want it to be as part of workflow. They need it as UI action so based on future needs they can easily enable/disable the UI action. So we need it as a part of UI action only.

[OlaN]

Okay. I cannot recommend going forward on this approach. There are a lot of other things going on in the platform to control the process of Workflows and Flows.
Creating a UI action that interrupts in this way will quite surely create some technical debt to be handled in the future.

And another thing I cannot grasp, is why it should cancel the request too. Just because a single RITM is cancelled shouldn't mean that the entire REQ should be cancelled. There could be numerous other RITMs connected to the same REQ, and they might be in the middle of processing when this cancellation is happening. Which means a lot to consider in all those cases.

I strongly recommend that you run this by the customer again and explain the downsides of the suggested solution.

[Arya123]

Using below code i am able to achieve the requriment "when "Cancel Task" UI action is clicked the associated RITM stage must be Request Cancelled, workflow must be cancelled and All associated REQ/RITM/Catalog task state must be closed incomplete"

function cancelTask(){

    g_form.setValue('state', 4);

    //Call the UI Action and skip the 'onclick' function

    gsftSubmit(null, g_form.getFormElement(), 'cancel_sc_task');

}

//Code that runs without 'onclick'

//Ensure call to server-side function with no browser errors

if (typeof window == 'undefined')

   updateTask();

function updateTask(){

current.state = 4;

current.update();

 var ritm = new GlideRecord('sc_req_item');

    if (ritm.get(current.request_item)) {

        ritm.stage = 'Request Cancelled';

        ritm.state = 4; // 4 is the state for 'Closed Incomplete'

        ritm.update();

    }

    // Cancel the workflow associated with the RITM

    var wf = new Workflow();

    wf.cancel(ritm);

    // Close the associated REQ

    var req = new GlideRecord('sc_request');

    if (req.get(ritm.request)) {

        req.request_state = 'closed_incomplete';

        // req.state = 4; // 4 is the state for 'Closed Incomplete'

        req.update();

    }

    // Close all catalog tasks associated with the RITM

    var task = new GlideRecord('sc_task');

    task.addQuery('request_item', current.request_item);

    task.query();

    while (task.next()) {

        task.state = 4; // 4 is the state for 'Closed Incomplete'

        task.update();

    }

    // Redirect to the current record

    action.setRedirectURL(current);

};