HR case is not getting close complete from work In progress & also giving error Error Message

Alex_3 · ‎11-18-2022

Hello All,

when a we changes the HR Case state to Closed complete the case record shows as complete and state changes back to work in progress.

The state does not change to closed complete but 'Ready' when the we tries to close the case using the UI button or changing manually the state, completing the case closure box.

And we are not finding the case in Active=true filter even though the state is Ready.

This above scenario is not happening if we close case from Ready to close complete, but it is happening when we are closing case from Work In Progress to Close Complete.

Also displaying error msg Error Message

"Access to api 'setWorkflow' from scope 'sn_hr_core' has been refused due to the api's cross-scope access policy"

Need help to figure out this.

Thank you

Saurav11 · ‎11-23-2022

Hello,

Just to be sure ready is the default state set for many of the HR templates:-

You can do one thing please use script tracer:-

Start the tracer while performing the action of closing the case and it will be set to ready, then you can check what all scripts ran during the action and identify the script causing the issue.

Please mark my answer as correct based on Impact.

View solution in original post

Saurav11 · ‎11-18-2022

Hello,

I have to say that most likely it's just not possible to call setWorkflow on out-of-the-scope tables. Within the scope, it works just fine.

So if your scriot is within the same BR then it will work fine other wise it will give you this issue.

Please check Pradeep's and Ankur's answer on the below thread:-

https://www.servicenow.com/community/developer-forum/how-to-use-setworkflow-api-in-a-scoped-applicat...

Please mark my answer as correct based on Impact.

Alex_3 · ‎11-18-2022

Thanks @Saurav11

I am curious about why case is not getting closed complete,is this related ?

Saurav11 · ‎11-18-2022

hello,

Yes so when you are changing the state from work in progress to closed there must be some script using set workflow false and because of which you see the error and the state is not getting completed.

Please mark my answer as correct based on Impact.

Alex_3 · ‎11-23-2022

Hello @Saurav11 I found one BR I though that was affecting because after making it inactive error is gone and also state was setting properly, the BR was after update when to run: state changes to close complete OR Close Incomplete OR Cancelled.

My question here is how the state was setting to ready because in script we are setting it to ready anywhere & also BR is in same scope.

Thanks