Some offboarding request tickets are coming to WIP from closed state

[GaneshErike]

Hi,

Hi,

Some offboarding requests are coming from closing state to WIP and some message is adding in the work notes.

At this time, the same SLA is assigning to the ticket and is getting breached.

It is showing, it is updating by the system.

It is happening rarely.

For request, there are RITM and Ctask were created.

As checked in the Catalog item, there is no workflow attached for this catalog item.

Please help me resolve the issue.

Thanks in advance.

[Mark Manders]

Do you have a flow attached? What about BRs? What does the message say? 'some message' isn't really helping. But that message comes from the logic behind it. So search for where that message is used (BRs/script includes).