RITM VS SCTASK State synchronization

[karthik_540]

 Anyone have any tips and tricks to share on matching RITM state with SCTASKS?  We have been tasks to match states: 

If any ' closed incomplete' sctasks then the ritm is 'closed incomplete'.

If any 'work in progress', 'pending' states then the ritm is 'work in progress'.

If tasks are 'closed complete' or 'closed skipped' then ritm is 'closed complete'.

The issue is how to handle the times when a sctasks are one of many such as a ritm that has sctasks with the states 'closed complete', 'closed incomplete' and/or 'work in progress', 'pending' at the same time. 

We are using the OOB flow

[Dr Atul G- LNG]

Hi @karthik_540 

If any ' closed incomplete' sctasks then the ritm is 'closed incomplete'.  - Yes 

If any 'work in progress', 'pending' states then the ritm is 'work in progress'. -- Yes

If tasks are 'closed complete' or 'closed skipped' then ritm is 'closed complete'. - Yes

The issue is how to handle the times when a sctasks are one of many such as a ritm that has sctasks with the states 'closed complete', 'closed incomplete' and/or 'work in progress', 'pending' at the same time. 

Atul: There is no way mate, bcz RITM is depend on Task status. So better to take a manual decision but practically it is not a possible case, or take the decision based on last task closed.

[Akshay Gupta2]

Hi @karthik_540 ,

To handle scenarios where an RITM (Requested Item) has multiple SCTASKs (Subtasks) with different states, you can implement logic to determine the overall state of the RITM based on the states of its SCTASKs. Here are some tips and tricks to achieve this:

1. **Define Priority Order**: Establish a priority order for the states. For example, 'closed incomplete' might take precedence over 'work in progress' or 'pending'. Determine which state should be considered most significant in determining the overall state of the RITM.

2. **Iterate Through SCTASKs**: Loop through all SCTASKs associated with the RITM and analyze their states.

3. **Consider Conclusive States**: If any SCTASK is in a conclusive state (e.g., 'closed incomplete', 'closed complete'), immediately set the overall state of the RITM accordingly and exit the loop. This ensures that a conclusive state takes precedence over others.

4. **Handle Concurrent States**: If SCTASKs are in conflicting states (e.g., some 'work in progress' and some 'closed complete'), decide how to resolve this conflict. You may prioritize certain states over others based on business requirements.

5. **Fallback to Default State**: If none of the SCTASKs are in conclusive states and there is no consensus on concurrent states, fallback to a default state (e.g., 'work in progress'). Document this fallback behavior for clarity.

6. **Consider Additional Criteria**: Besides SCTASK states, consider other factors such as assignment group, priority, or due dates to determine the overall state of the RITM more accurately.

7. **Implement in Business Rules or Scripts**: Implement the logic in ServiceNow Business Rules or scripts associated with RITMs to automatically update the RITM state based on the SCTASK states.

8. **Testing and Validation**: Thoroughly test the implemented logic with various scenarios and edge cases to ensure it behaves as expected. Involve stakeholders for validation and feedback.

9. **Documentation**: Document the logic implemented for future reference and troubleshooting purposes. Ensure that team members understand how the RITM state is determined based on SCTASK states.

By following these tips and tricks, you can effectively handle the matching of RITM states with SCTASKs, even in scenarios where SCTASKs have multiple and conflicting states.

Regards,

Akshay

[AshishKM]

Hi @karthik_540 , 

There is purpose of these separate record's state holding, think about why request management has three records in combo ( REQ->RITM->SCTASK ) , related and dependent in sequential manner. 

Ideally, team should not bother about RITM state's unless there is "approval" pending/waiting. 

Try to get bigger aspect of this and explain to team, avoid such unnecessary change over OOTB.

-Thanks,

AshishKM