Cancelling a Request

[Gemma4]

Hi everyone,

I have 2 catalog items that the ritm is not closing when the request state is changed to Closed Rejected, CLosed, Incomplete, or Skipped. The only time the ritm state changes to closed incomplete is when the request state changes to closed cancelled. Both these catalog items are using a flow. Is it best to add wait conditions in the flow, or I would prefer to edit the oob business rule? Is the business rule "request closure" what closes the ritm when req is closed. See attached details. 

thanks for any feedback you have!!

[Siddhesh Gawade]

Hello @Gemma4 ,

The issue you're facing is related to the synchronization of states between Request (REQ) and Requested Item (RITM). The OOB business rule "Request Closure" is indeed responsible for closing the RITMs when the REQ is closed. However, if you have a custom flow in place, it might be interfering with the OOB behavior.

1. First Review the flows : Check if there are any conditions or actions in the flow that might be preventing the RITM from closing. If found, modify the flow accordingly.

2. If the flows are not causing any issue you can add Wait Conditions in the Flow, If the flow is necessary and cannot be modified, you can add wait conditions in the flow to ensure it doesn't interfere with the OOB business rule. The wait condition should be such that it allows the "Request Closure" business rule to execute before the flow.

3.If the above two steps don't work, you can consider modifying the "Request Closure" business rule. However, this should be the last resort as modifying OOB rules can have unintended side effects.

Kindly mark the answer ✔️Correct or Helpful ✔️If it addresses your concern.

Regards,

Siddhesh