RITM Stage Shows "Completed" but State Remains "Work in Progress

[sou93887336]

When we submit the request, it goes for approval. If the approver does not act within 9 business days, the request is rejected. After that, it goes to another approver. Once approved, a catalog task is created and assigned to the group. The assignee works on the task and closes it after completion. After all catalog tasks are closed, the RITM should close automatically, but instead it is setting the RITM stage to "Completed" while the state remains "Work in Progress.

There is no flow configured to set the RITM after rejection in the RITM approval process.

[PoonkodiS]

Hi @sou93887336 ,

What are the steps you followed to achieve this requirement?

 Thank you,

Poonkodi 

[John Gilmore]

@sou93887336 

It sounds like there is a step missing in the workflow you built. Stage status represents the current workflow step status while the state represents the status of the request as a whole. If you haven't already done it then your last step in the workflow should be to update the State of the request after all stages are complete. Without this there likely isn't anything in the system that triggers an update of the state.

Review your workflow and business rules with regard to the request in question and verify if there is anything that would update the state once the stage is complete. If there is then review the trigger for accuracy and if not add a final step in the workflow to update the state of the request.

[SumanthDosapati]

@sou93887336 

Either you should have a generic rule to set state of RITM based on Stage

OR

Add a step in your flow to set the state to complete.

Which solution to choose depends on how you are following for other catalogs in your instance.

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

[Utpal Dutta]

Hi there,

Please check the flow or workflow's last action. Is it updating RITM record to complete or not?

If not, then please modify the workflow or flow to set the RITM state to complete.

Please mark my answer helpful & accept the solution if it helps.

Thanks,

Utpal