"State" remains open when Request State is "Closed Complete"

[Sysop]

After the sctasks are closed the ritms are closed, once the ritms are closed the "Request state" is set to closed but the "State" still remains open and the ticket has a time stamp of when its closed.  Looking back a few months ago, this was not happening .  We have recently added more people that just me working on SN so it could have been a change one of them made.  Can someone please advise on the likely culprit that is causing this?

[Brian Lancaster]

This is handled by the Mark Request Closed BR on the sc_request table.

https://<your instance Name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=40afa110c611228401d8643e2c2748cb

Make sure it is active and has not been changed.

Edit: I also noticed that short description and description are mandatory field that are not filled in. This should not affect a BR but it may be something else it look into.

[Sysop]

Thank you for your reply. 

It doesn't look like that BR has ever been changed and is still operating OOB

Here is the script for it

if (current.request_state == "closed_complete" ||
    current.request_state == "closed_incomplete" ||
    current.request_state == 'closed_cancelled' ||
    current.request_state == 'closed_rejected' ||
    current.stage == "closed_complete" ||
    current.stage == "closed_incomplete" || current.stage == "closed_skipped") {

    current.active = false;

    if (current.closed_by.nil())
        current.closed_by = gs.getUserID();

    if (current.closed_at.nil())  {
        current.closed_at = gs.nowDateTime();
        current.business_duration = gs.calDateDiff(current.opened_at.getDisplayValue(),current.closed_at.getDisplayValue(),false);
        current.calendar_stc = gs.dateDiff(current.opened_at.getDisplayValue(),current.closed_at.getDisplayValue(),true);
    }
    // update the state with request_state or stage.
    if(current.state == 1) {
        var state = current.request_state.indexOf('closed') == 0 ? current.request_state : current.stage;
        switch(state + '') {
            case 'closed_complete':
                current.state = 3;
                break;
            case 'closed_skipped':
                current.state = 7;
                break;
            default :
                current.state = 4;
                break;
        }
    }
    
}

Here is my Dictionary entry for "State", so none of that has changed.

So yeah, I'm pretty stumped on this one.  Any other suggestions?

[Brian Lancaster]

Can you verify the request_state field choices on the sc_request does not have numbers for it values?

[Sysop]

Yes