Closing a Request only when all the corresponding Requested Items are moved to closed.

[prudhvig]

Hi,

I am working on the Request (Service Catalog) applciation in Servicenow.

Currently, in my instance:

1. Requested Items can be closed only when it's catalog tasks are moved to Complete.

2. In the same way, Requests are also being closed when catalog tasks are Complete, but do not wait for the attached Requested Items to get completed.

I want the Request to be completed only when the corresponding RITMs are closed. How can I achieve that? Does Servicenow provide any out-of-the-box BR or client script to handle this?

Please let me know. Thanks in advance.

[Aakash Shah4]

Hi,

There is an OOB BR named "Close Parent if Required".

This Br will close the REQ automatically when all the RITMS are closed.

You can modify that according to your requirement

or

You can create a BR on ritm table as follows

closeREQ();

function closeREQ(){

  var req = new GlideRecord('sc_request');

  req.addQuery('active', true);

  req.query();

  while (req.next()) {

  var ritm = new GlideRecord('sc_req_item');

  ritm.addQuery('active', true);

ritm.addQuery('request',req.sys_id);

  ritm.query();

  if (ritm.hasNext()) {

//if not closed abort the action

  current.setAbortAction(true);

        gs.addErrorMessage("Please close the RITM before closing the request");

  }

  else {

  req.state = '3'; // closed

  req.update();

  }

  }

}

[Aakash Shah4]

I have updated my BR

Check this

Run the BR on sc_request table as follows

Here is the script

(function executeRule(current, previous /*null when async*/) {

// Add your code here

var ritm = new GlideRecord('sc_req_item');

ritm.addQuery('active', true);

ritm.addQuery('request',current.sys_id);

ritm.query();

if (ritm.hasNext()) {

//if not closed abort the action

current.setAbortAction(true);

gs.addErrorMessage("Please close the RITM before closing the request");

}

else {

current.state = '3'; // closed

}

})(current, previous);

[Talha3]

@Aakash Shah4 
Your script automatically closed the RITM associated to the Req.
Was it working for you?