Requested item is not getting inactive after state changes to Closed complete

[Piyush Shewale1]

Hello everyone,

I'm facing this issue for RITMs created by only one particular catalog item. In this catalog item's workflow, we're updating state to 'Closed complete' upon completing the task.

When its catalog tasks are updated to 'Closed complete' state, RITM was supposed to be updated to inactive state, but its still remains active with 'Closed complete' state.

I used debugger to check if there is any business rule that updates 'active' field for task, but didn't found any.

Can anyone help me figure out what could be the issue?

[Siva Jyothi M · Accepted solution]

Hi @Piyush Shewale1,

There is a OOB BR on sc_req_item table that is "Set Active Flag".  You can check the conditions in this BR. Also, cross check if there are any active catalog tasks in the requests.

The ootb rule manages active but it is linked to stage and not state. So  you need to manage the stage not just the state. If you are using workflow, make sure the stage is set to one of the expected values. (E.g. complete, Request Cancelled, closed_incomplete or closed_skipped)

Mark this answer as correct and helpful if it solves your issue.

Regards,

Siva Jyothi M.

[Piyush Shewale1]

Hi @Siva Jyothi M,

I got this issue fixed by updating task stage to 'Complete' in workflow, which then updated tasks state as you've mentioned.

Thanks.