"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?

[Sysop]

Ok, thank you.

[shloke04]

Hi @Sysop 

Can you check when Requested Item record is getting marked as Closed complete, then what is the value of Active flag for Requested item record?

Ideally it should be Active = false for state of the request to be in Closed complete state.

Also please refer the below HI article on a similar topic and see if this helps here:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0696058

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke