RITM state changed to "(4)" when request is canceled

[CrisBene]

Dear ServiceNow Community,

I have an issue for which when a SAD request is canceled all the associated RITMs about that request got "4" as state, which is not present in the dictionary about the state field of the "sc_req_item" table.

I checked lots of business rules, UI policies, and UI actions, but I didn't find anything useful about that issue.

Is there a mechanism for which this thing occures? And is there a way to make those RITMs go into a valid (canceled) state?

Thanks,

Cristopher

[palanikumar]

Hi, 

Check whether this is updated in flow or a business rule on task table

[Hemanth M1]

Hi @CrisBene ,

'4' should have been your 'Closed Incomplete' state, it should come from Task out-of-the-box. if this is missed, please add (you can add it to the> sc_req_item > state choice > value 4 as 'Canceled' or 'Closed Incomplete').

[CrisBene]

Dear all,

thanks for replying.

I have already checked several BR, UI policies, UI actions, and workflows, but I didn't find any useful record in the sc_req_item table about the state changing to "4".

Now I would like to ask you how can I intercept this state changing, since I don't want to create a new entry in the sc_req_item table dictionary. Is this interception performed by a BR or something else? Which search criteria should I use to find that eventual piece of code if exists? There would be with high probability a piece of code of type "current.state = 4" where current is a sc_req_item record, isn't it?

Thanks,

Cristopher