Catalog Tasks Closing as “Closed Incomplete” After Approval

SrinivasuSa
Tera Contributor

2 hours ago

Hi community,

The ADAPT integration is implemented as part of the catalog task workflow.

Once a “TPE Central Email Service (CES) Request” is raised and the RITM is approved, the corresponding catalog tasks are created and assigned to the system user “ADAPT”.
This assignment triggers the integration, which:

  • Collects the required data from the RITM / catalog task

  • Sends the data to AWS

  • Receives the response

  • Posts the response back to the catalog task

However, after the CES Request is raised and approved, the catalog tasks are being automatically closed as “Closed Incomplete.”

Currently, the backend behavior in ServiceNow is unclear, as the ticket is populated with the following error messages:

  • “Request has failed to process” with HTTP 400 errors indicating:
    Product code with the specified product type already exists

  • Or intermittently:
    “Failed to process: Endpoint request timed out.”

Due to these errors, the request is not being processed successfully, and the task is closed without completion.

Please refer to the attached screenshots and advise on the reason for these errors and why the integration is failing.

SrinivasuSa_0-1769963892919.png

 

SrinivasuSa_1-1769963919115.png



SrinivasuSa_3-1769963936924.png

 

Additionally, guidance on how to troubleshoot and validate this issue would be appreciated

Please let me know if you require you more details 

Thanks,
Srinivasu


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