RITM 'Stage' does not appear Green for completed (instead Grey) even on completion of RITM

Madhuri31 · ‎07-12-2023

We are facing an issue with 'Stage' field of Requested Item, when Stage of RITM is set to Completed(Closed Complete/Incomplete/Skipped) - (through Process Flow - Flow Designer), it appears always Grey when expanded and not Green, although state and stage are correctly set in the backed and Active - false on both ESC and Native UI - List view.

Native UI - 'sc_req_item' List view

ESC Portal - RITM (before expanding the Stage)

ESC Portal - RITM (after expanding the Stage)

'Stage' set in Process Flow

I also tried putting the Flow Stages exactly as present in 'Stage Set' table for 'Requested Item', but did not work still.

Note - Our Instance is on 'Tokyo - patch9-hotfix2' release.

If any one has encountered the same issue and found a fix, please assist.

Any input to resolve this shall be highly appreciated.

Thanks in advance!

Madhuri31 · ‎07-26-2023

Hello Everyone,

Fortunately, I was able to resolve the issue by checking 'wait' button on 'Create Catalog Task' that was just preceding the 'RITM Stage - Complete' step in my Process Flow.

The 'wait' button just allows the flow to wait till the Catalog Task completion, which was not happening earlier and Stage set was getting invalidly skipped.

After checking the 'wait' checkbox, everything now works as expected with all the Stages and their icons, esp. with 'Completed' stage of RITM.

Hope this may help someone facing the same issue in the future.

Thanks for all your responses.

Best Regards

Madhuri

View solution in original post

Michael Fry1 · ‎07-12-2023

To be clear, you're setting the Stage in your Flow using the Add a Stage option?

Madhuri31 · ‎07-12-2023

Hello @Michael Fry1 Yes that is correct, I just added the screenshot from flow in the post too. Thanks!

Michael Fry1 · ‎07-12-2023

What are you updating on the RITM record?

Madhuri31 · ‎07-13-2023

Hello @Michael Fry1

I am setting 'State' of RITM (also tried setting 'Stage') but outcome remains the same most of the time.

Ideally, I would just set 'State' of RITM in the Update record activity as below, because 'Stage' is getting set via 'Stage Set' separately.

Please let me know for any queries. Thanks!