How to sync RITM state with REQ for Order guide

[Ashwini Jadhao]

Hi Community,

 I have created order guide with 7 rule bases. When I raise a request 2 RITM got created based on conditions set in rule base. Now When I close complete 2 RITM,REQ remains in New state.

How to achieve state sync for RITM to REQ for Order guide.

[Ahmmed Ali]

Hello @Ashwini Jadhao 

1. Are you updating the RITM stage to closed complete? the parent request will be auto-closed when RITM stage changes to one of the stages 'complete', 'Request Cancelled', "closed_incomplete", "closed_skipped"

Ideally you should be setting stage value to close complete in you workflow in last activity.

2. Check if below BR is active in your instance;

https://YOUR_INSTANCE.service-now.com/sys_script.do?sys_id=596fac6bc0a8010a00dca5b76857e592 

Thank you,

Ali