Closed date & Closed by not populated

[Meet Mewada1]

Hi,

As per client requirement, I have created a new Dropdown "Closed Canceled". However, when the task is set to it, the Closed date & Closed by were not populated.

After analysis, it was identified that in-order to update the closed date & closed by, the Active field should be set as False which causes the OOB BR to execute.

However, when I set the Active field to false, it still doesn't update the closed date & Closed by. Can anyone please suggest what went wrong?

Thanks & Regards,

Meet M

[Logan Poynter]

Hello Meet,

Create a before update business rule that runs when the dropdown value is closed canceled with an action of active is false. That should then call the OOTB BR to populate closed fields. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

[Logan Poynter]

Hello Meet,

Is there anything else I can assist you with? If not, would you mind marking my reply as correct so that it shows as solved for others who may have the same question in the future.

Thanks,
Logan

[Prasad Pagar]

Hi @Meet Mewada 

Can you set your BR order before OOB BR order and try?

Thank you
Prasad

[Allen Andreas]

Hello,

If this is for the Task table and you've introduced a new inactive state, technically, you should account for this properly using the TaskStateUtil API: https://developer.servicenow.com/dev.do#!/reference/api/quebec/server_legacy/c_TaskStateUtil?navFilt...

This would then snap-in to other current processes in the system instead of creating your own business rules and such to set the state to inactive, etc.

You should also review with your peers at Infosys (since you're at a large ServiceNow consulting firm...) for best practices on adding states as the way you're currently doing it won't help the customer in the long run.

See this article for more assistance: https://community.servicenow.com/community?id=community_blog&sys_id=264d6229dbd0dbc01dcaf3231f96195a

Please mark reply as Helpful/Correct, if applicable. Thanks!