Need to write script to close RITM if all the associated multiple tasks are closed

Kishan4 · ‎08-09-2021

HI All,

We had an issue with few of the RITMs, where RITMs with multiple tasks are not closed even if all their associated catalog tasks are closed. The requirment is to identify all those RITMs by getting them into log and close them.

Note: All those RITMs have multiple tasks each.

Kach · ‎08-09-2021

Run this code in a fix script. Mark as helpful if it helped.

var ritm = new GlideRecord("sc_req_item");
//check for all active RITM
ritm.addEncodedQuery("active=true");
ritm.query();

while (ritm.next()) {
   
    var task_incomplete = 0;
    var tasks = new GlideRecord('sc_task');
    tasks.addQuery('request_item', ritm.sys_id);
    tasks.query();
    while (tasks.next()) {
        //check is task is ative
        if (tasks.active == true) {
            task_incomplete = 1;
        }
    }
    //close RITM if all tasks are inactive
    if (task_incomplete == 0) {
        //close all RITM with no active Tasks
        ritm.setValue('active', false);
        ritm.update();
    }
}

View solution in original post

Addy22 · ‎08-09-2021

For this you can write a after business rule on update of sc_task table

If task gets completed, it should check state of all sister tasks (All child tasks of the parent).

If all are in completed state, mark RITM complete.

Otherwise Scheduled Jobs to check it everyday.

Ankur Bawiskar · ‎08-09-2021

Hi,

please update script as this

var ritm = new GlideRecord("sc_req_item");
ritm.addActiveQuery();
ritm.query();
while (ritm.next()) {
	var tasks = new GlideRecord('sc_task');
	tasks.addActiveQuery();
	tasks.addQuery('request_item', ritm.sys_id);
	tasks.setLimit(1);
	tasks.query();
	if(!tasks.next()) {
		ritm.setValue('active', false);
		ritm.state = 3;
		ritm.update();
	}
}

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

Shawn Gienow · ‎08-31-2022

I've seen this several times lately, and most of them have the same root cause:

You need to ensure you set the stage to "complete" in a flow, or workflow at the end of the process.

For Flow Designer, that is update the triggering record, to stage: complete. For a workflow, that is setting the stage of the workflow.

I had to run a fix script similar to the above.

karan15 · ‎08-31-2022

thanks , are there any steps available which i can use to fix this ?

Shawn Gienow · ‎09-01-2022

Which part are you trying to fix?

For existing records, if you open sc_req_item and create a view that shows you all of the records in question (ie: finished, but not "closed complete") you can copy that encoded query into an .addEncodedQuery() statement, then set them to stage = complete (I think that's 3, if I recall correctly, but could be wrong here.. look at the choice list for stage.)

For fixing the root cause, if it is due to incorrect staging, either add the stage "complete" to the end step of your workflow, or use a flow to set the RITM record to stage = complete.