How to prevent REQ/RITM records closing when there's still active tasks?

[MBarrott]

Feel like this might be an easy fix but I also want to get best practice on this. 

Once a catalog item has been submitted our techs have found that sometimes additional tasks need to be created against the RITM record. This works fine but once the original sc_task has been closed, the REQ and RITM records also close out even though there is a secondary task still active. 

What would be the best way to ensure these records aren't closed until ALL the tasks are inactive?

I was trying a Business Rule but it didn't seem to be working. 

[Zach Koch]

There must be another Business rule, or Flow or Workflow that is driving that forward. I found this link which yours looks pretty similar, so this route does work, but something is preventing it.

Restrict RITM Closure when SCTASK is Open using Business Rules 

[MBarrott]

Hi @Zach Koch - Yeah there's definitely something else working behind the scenes I just need to find the rule that's triggering. Would probably be better to modify that particular script rather than have 2 scripts conflicting. I'm just not sure which one it is, it has to be an OOTB SNOW rule or flow since we haven't modified this. 

[AshishKM]

Hi @MBarrott, 

Based on the requirement, you have to add open task check logic in workflow/flow before closing the RITM ( or ending the workflow/flow ).

I am sure, every single catalog item doesn't need the additional task, so put this logic in dedicated catalog item's workflow only.  

-Thanks,

AshishKM

[MBarrott]

Hi @AshishKM - I think they want this applicable to any catalog item. Granted I don't think every item will require additional tasks but they would like the functionality working just in case. 

[AshishKM]

Ok, in this case you can create a workflow ( or sub-flow ) and write all required code for checking all task closed ( or active == false ) and call this workflow/( or sub-flow ) before the RITM closure in each catalog items' workflow.