Cancelling a RITM does not update Flow stages.

[Geoff_T]

I have a flow attached to a Catalog Item. When I submit a request and then cancel it by clicking the 'Cancel Request' button - the stage for the flow is not correct since it remains in fulfillment stage:

Waiting for ApprovalWaiting for Approval - 1 Day (Completed)
FulfillmentFulfillment - 1 Day (In Progress)
CompletedCompleted - 0 Seconds (Pending - has not started)

Where I have regular workflows - the stage is cancelled as expected:

RejectedRejected (Rejected)
RejectedFulfillment (Rejected)
RejectedRequest Cancelled (Rejected)

Do I need to configure this somewhere for flows?

Thanks

[Saud1]

Hello Geoff,

This was a problem (PRB1362199), but it was fixed in a patch for Orlando. Check to see if you have the latest patch installed.

[Geoff_T]

Hi Saud,

Thanks for the reply. Let me clarify - the RITM and flow do cancel as expected. However when I look at the sc_req_item list view for that RITM the stage still says it is in fulfillment.

The record view correctly shows stage as Request Cancelled. 

[Geoff_T · Accepted solution]

Known issue:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0858491

Workaround provided above.