Request ,RITM and Task stages and state

[Nisha28]

When Task is getting 'Closed cancelled' RITM Stage iand state is updating as 'Closed Cancelled' but Request state is updating as ' Closed complete'.

Please let me know how I can debug and correct this. 

[Slava Savitsky]

Start by look at the following business rules and whether there have been any changes to them:

• Close Parent if Required (on sc_req_item table)
• Set Request State (on sc_request table)
• Mark Request Closed (on sc_request table)

[Vamshi dhar]

Hi Nisha,

It's happening on change of task state right. Can you check you have any client script on change of State field on the sc_task table?

If there is no client script then look into "Update" business rules in the Sc_task table?

If there is no client script or business rules, then last option is to check there are any workflows or flows on that catalog item

Thanks

Vamshidhar

[Nisha28]

Hi Vamshi,  

I checked this I find that client script 'Update Geolocation on Task' is running on Request which change the state to closed complete.

Actually if the task is closed cancellled than rITM  Stage is Correctly coming as closed cancelled through workflow , but the problem is Request state is coming as Close Complete it should come as Closed cancelled.

Please guide

[Alp Utku]

Hello Nisha, 

You need to write conditions on tasks to specify when task is completed and when is not completed. Please see the screenshot

When you click on Catalog Task, there is an link called "Conditions"  you will see there is a condition defined as "Always" just delete It and create two new conditions.

Name them as Complete and Incomplete. While you are creating conditions, you would see a field called "Condition" on the form. This is where you determine If task is closed or incomplete. 

Complete --- > activity.result == '3' // Value of task state
Incomplete ---- > activity.result == '4' || activity.result == '7' // Value of Incomplete or Cancelled

// Task states and values might have been configured differently on your instance 

Then you could set values accordingly on RITM level by using "Set Values" activity on workflow