Request, RITM and SC Task Correct Closure Process?

[VIKAS45]

Please consider below 3 scenario and confirm the correct Closure Process.

When Request is Closed ,RITM and SCTask should be closed?
When SC Task is Closed ,RITM and Request should be closed?
When RITM is Closed, Request and SCTask should be closed?

[Mayur2109]

Hi @VIKAS45 ,

Please refer below link for complete understanding.

"SC Task is Closed ,RITM and Request should be closed" is the right process.

https://www.learnnowlab.com/Understanding-RITM/

Please check and Mark Helpful and Correct if it really helps you.

Regards,
Mayur Shardul

[DaniJ]

follow up question how can we ensure that service now is closing the req and ritm correctly?

Scenario 1:

1 REQ multiple RITM's and Multiple SC Tasks

1 REQ 1 RITM multiple SC Tasks 

Having an issue configuring this as we have the add to cart enabled and we also have order guides since this the REQ and RITMs are no closing appropriately, any assistance on this will be appreciated. 

I have created a flow designer to wait for all SC tasks to be active = false or state is Closed complete, incomplete or skipped but it still closing the REQ as soon as on SC Task is closed is there anything OOB that we can use we are trying to get away from scripts as well so would rather use a different process. 

Thanks 

[Dr Atul G- LNG]

Hi @DaniJ 

Check the OOTB, flow/ workflow / scripts on order Guide. 

[William Busby]

Have you checked the flow associated with the requested item to ensure the 'Complete' stage is reached at the end of the flow? That's what closes a RITM, not the status of catalog tasks.