Issue with RITM State Not Updating After Catalog Task Closure

[CarolMa6]

Hi, 

I’m investigating a case where, after a catalog task (ctask) is closed, the related request (REQ) is automatically closed, but the associated RITM remains in a "Work in Progress" state even though its stage shows "Completed".

I’m unable to pinpoint which workflow or business rule is responsible for closing only the request and not updating the RITM state accordingly.  Any help with identifying the issue please

Regards 

CarolMa

[CarolMa6]

@Chaitanya ILCR the below makes sense?

Regards 

CarolMa

[Chaitanya ILCR]

Hi @CarolMa6 ,

The activity is not connected correctly it's connected to end at one end but the other end is not connected 

also check if there are any BRs blocking the update

you can try script tracer

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya

[moranderohini]

Check the RITM Workflow
Go to the affected RITM and open the Workflow context.

Navigate to Workflow > All Contexts, and filter by the RITM number.

Look for:

Workflow stages vs. activity state

Does the workflow end, or is it stuck in an activity?

If the stage is "Completed" but state is not "Closed Complete", this may indicate a mismatch

Also please Check for Customizations in Business Rules.