Canceling a change

jtw1228 · ‎01-11-2018

Hello. It seems that OOB functionality in SN is that when a Change gets canceled, its Parent (which in our case is a RITM) is marked as:

Stage = 'Completed'
State = 'Closed Complete'

I would like to change this so that when a change gets canceled its parent (which is a RITM) gets changed to:

Stage = 'Request Cancelled'
State = 'Closed Incomplete'

Unfortunately, I cannot find where this update of the Change Parent is currently being done when the Change is canceled. I assumed it was some type of Business Rule, but I can't find it. Any ideas on where I should look to see how the Parent gets updated when a Change is Canceled?

Thanks in advance for your help.

Dominik Simunek · ‎01-12-2018

Hi James,

Ok, so the root cause is known now. Since you have the path from Create Task activity going always to the "Log message" activity which has Stage set to Completed, then the RITM is always marked as Completed.

What you need to do is to change the paths going out of Create Task activity via so called Condition (Manage workflow activity conditions ) - now you have only one condition there which is called "Always" but you want to have at least two (maybe more) like "Completed" and "Cancelled" and in them you check the result of the activity - in case change request has been cancelled, you follow Cancelled path to an activity with Stage "Request Cancelled" that will set state to Cancelled, in case it was closed otherwise, you go with "Completed" path to existing "Log Message" activity.

If you are not sure what I mean, it is similar to what you have by default in Approval - Group activity - where you have two conditions "Approved" and "Rejected" and you go different way based on the result of approval - so do the same for your Create Task activity.

Best regards,

Dominik

View solution in original post

Dominik Simunek · ‎01-11-2018

Hi James,

Can you give us more details about how you are creating the change? Is it from the workflow using a ootb activity?

Best regards,

Dominik

jtw1228 · ‎01-11-2018

Hi Dominik. Yes, it is from a workflow in the RITM - there is a 'Create Task' Activity for the Change Request Table (please see screen shot below). We also populate other fields in the 'Advanced Script' section of this activity (based on the variables in the RITM).

Please let me know if you have any other questions. Thanks in advance for your help.

- Jim

Dominik Simunek · ‎01-11-2018

Ok then, can you share the screenshot of that activity and the following activities? Do you have path (condition) going from the activity that would handle cancelled state of the change? The description of Create Task workflow activity definition says:

"You can assign a result value using 'activity.result' from within a script field of the activity. By default, the final 'State' value of the task record determines the result value for the Create Task activity. Possible result values are:

*Closed complete

*Closed incomplete

*Closed skipped

*Deleted

*Cancelled"

Which means you could create new condition for the activity and continue in the workflow via different path when change is cancelled I believe.

Best regards,

Dominik

jtw1228 · ‎01-12-2018

Thank you very much. I think I understand your suggestion. Below is a screen shot of the workflow in question. I have outlined the 'Create Task' in question.

If I understand your suggestion, I should create an activity that checks the result of the 'Create Task' activity. Perhaps an IF Condition activity that checks the result of the 'Create Task' activity. Is that correct? If so, how would the IF Condition get the result of the 'Create Task' activity (ie how would it reference the result)?

Thanks again for your help.