Requested item not getting closed even after all sc tasks are closed

[BijoyDeb]

Hi all,

I am facing a strange issue in catalog management.

Sometimes, RITM's state is not getting changed to closed complete even if all catalog tasks under it are closed.

Usually, its working fine, but some RITMs are not getting closed and I am not sure what might be the reason behind this.

Also, its not for specific item, its happening for any random item.

Has anyone faced such issue before?

Please let me know what should I check for this.

Thanks!

[Ankur Bawiskar · Accepted solution]

@BijoyDeb 

yes from workflow it's also possible.

Instead of updating multiple workflows you can have after update BR on sc_task to close RITM once all sc tasks are closed

something like this

you can use after update BR on sc_task

Condition: State [IS ONE OF] Closed Complete/Closed Incomplete

Script:

(function executeRule(current, previous /*null when async*/) {

	// Add your code here
	var gr = new GlideRecord('sc_task');
	gr.addQuery('request_item', current.request_item); 
	gr.addQuery('active', true);
	gr.query();
	if(!gr.next()){
		var ritm = current.request_item.getRefRecord(); 
		ritm.state = 3;
		ritm.update();
	}

})(current, previous);

If my response helped please mark it correct and close the thread so that it benefits future readers.

[SumanthDosapati · Accepted solution]

yes, if you want it for all catalog items then go ahead with business rule on sc_task table.

Try this:

Table : sc_task

After Update  BR with condition as State CHANGES TO  Closed

var gr = new GlideRecord('sc_task');
	gr.addQuery('request_item', current.request_item); 
	gr.addQuery('active', true);
	gr.query();
	if(!gr.next())
      {
		var ritm = new GlideRecord('sc_req_item');
                ritm.get(current.request_item);
		ritm.state = 3;
		ritm.update();
	}

But this approach conflicts with flows and probably causes issues.

Regards,

Sumanth

[JenniferRah]

Yes, you can update the state of the RITM in the workflow after all the tasks are done. If you aren't doing that, then that's why they aren't getting closed.

[BijoyDeb]

In that case, how few RITMs are getting closed after all tasks are closed even in the workflow its not defined?

Maybe something else is causing this issue

[JenniferRah]

Are all your RITMs using the same workflow? It could be that some workflows update the state in the RITM and some don't. 

[SumanthDosapati]

@BijoyDeb 

Yes in workflow also you can do it. However you dont have Update record action in workflow. You can use 'Set Values' activity or 'Run Script' activity in workflow to do that.

Regards,
Sumanth

[BijoyDeb]

Or should I write BR which might take care of all requests?

As there isn't any BR as of now?