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02-12-2024 04:01 PM
When all catalog tasks are completed, the corresponding request and RITM are auto closed. Thats perfectly fine with me, however there is also an auto generated additional comment that is made on every request, regardless of the catalog item. I have searched business rules, ran the business rule debugger, searched active workflows and I cannot find the source generating the comment. Any ideas?
Solved! Go to Solution.
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02-12-2024 04:42 PM
No worries @SteveChristian , the BR invokes a function that closes the parent Request record when all RITMs are closed. And from what I tested, the comment was added during the process as well.
Disabling the BR will prevent the message but that also means that the parent Request will not be closed automatically.
Unfortunately, we can't access the script/function used in the BR so we won't be able to customize it.
What's the issue with that message? Did you want to remove it or change the wording? I 'think' changing the message is feasible via the Message [sys_ui_message] record.
Thanks
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02-12-2024 04:50 PM
@SteveChristian that should be feasible, fingers crossed.
Try creating a Message record via:
- Navigate System UI > Messages
- Create a new record with following attributes:
- Key: request automatically closed as all line items were complete
- Language: English
- Message: Enter your message here
Note that this will change the message in other places of the instance where it uses the message with the same key. But I highly doubt this message will be used anywhere else in the platform.
Hope that fixes it, let me know how it goes!
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02-12-2024 04:19 PM
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02-12-2024 04:25 PM - edited 02-12-2024 04:31 PM
Thanks for the quick reply @James Chun. I did see that article, however when I look at that BR, this is all I get. I dont see where the comment is made.
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02-12-2024 04:42 PM
No worries @SteveChristian , the BR invokes a function that closes the parent Request record when all RITMs are closed. And from what I tested, the comment was added during the process as well.
Disabling the BR will prevent the message but that also means that the parent Request will not be closed automatically.
Unfortunately, we can't access the script/function used in the BR so we won't be able to customize it.
What's the issue with that message? Did you want to remove it or change the wording? I 'think' changing the message is feasible via the Message [sys_ui_message] record.
Thanks
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02-12-2024 04:46 PM
@James Chun Thanks, there is nothing wrong with the message, I wanted to edit the way it was worded.
