How Can I set REQ & RITM State to Closed Incomplete After Request Cancelled Stage in FLOW Designer?

[WazzaJC]

How Can I set REQ & RITM State to Closed Incomplete After Request Cancelled Stage in FLOW Designer?

Hi ServiceNow Community experts,

I would greatly appreciate any help/advice on how to achieve this.

I want to set the Request and RITM 'State' to 'Closed Incomplete' after the Stage ' Request Cancelled', when using Stages in Flow Designer.

At the moment, when using Request Cancelled Stage in the Flow, the flow gets cancelled (as expected) but REQ and RITM State are set to 'Closed Complete'.

How can I set these stages back to Closed Incomplete and still allow the 'Request Cancelled' Stage to be used within the FLOW?

I would really appreciate help on this - I would prefer to do this all within Flow Designer, without having to write separate Business Rules outside of the Flow, but not sure if this is possible?

Many thanks for any advice on how to achieve.

[Mark Manders · Accepted solution]

No, he hasn't. Never try to use those AI generated answers, because they simply don't help. They take a part of what you are asking and make a lot of assumptions. It's just trying to get as many helpfuls as possible, without the person posting them even knowing what they are doing. This is the worst development on the community recently.

But I guess some other functionality is in place, taking care of your records. You need to check business rules, flows and workflows that are active on Request and Requested Item. You will need to inactivate the current logic of setting it to 'complete' so your own logic to set 'incomplete' will work.

[Mark Manders]

What is your condition to set the stage to closed incomplete? What's the trigger for this? If you add to your flow that the request should be set to incomplete and your req items as well, it should work, otherwise there is logic outside of your flow, you need to examine. Maybe this would even mean getting rid of one or more business rules doing this, so you have to do even less outside of your flow.

[WazzaJC]

Hi @Mark Manders . I would like the 'State' to set to Closed Incomplete, for the Stage 'Request Cancelled'. So when I add the 'Stage' = Request Cancelled in the Flow, I would like the State of both the REQ and RITM to be set to Closed Incomplete, within that Stage. I am not sure how to achieve this, as OOTB when you use the 'Request Cancelled' Stage in the Flow, it auto-sets both the REQ and RITM 'States' to Closed Complete (not Incomplete as we need them to be).

[azarshaikh9 · Accepted solution]

Hello,

When an approver rejects a Requested Item (RITM) in ServiceNow, two out-of-the-box business rules work together to automatically set the state to "Closed Incomplete":

1. Reject Approval on Closed Incomplete - This business rule triggers when an approval is rejected, it checks for the related RITM tasks, if no tasks found, automatically changing the RITM's state to "Closed Incomplete" 
   

2. Close Parent if Required - This business rule ensures proper state propagation throughout the request hierarchy. When child tasks are closed (due to rejection), this rule evaluates if the parent RITM should also be closed, maintaining consistency in the request fulfillment process.

[Dr Atul G- LNG]

Hi @WazzaJC 

The OOTB flow is lil complicated and to do your work , you need to check

- Closed cancelled available in Request Form as Request state field.

- OOTB if you cancel the Req , the flow set RITM as close complete, you need to check the flow ( mainly stages)

- with above case, RITM set as Request cancelled , in stage field in RITM.

So before making changes, need to see all these uses and then try.