State on RITM Set By Workflow Being Overwritten

jmiskey · ‎09-27-2018

So, we currently have a Catalog Item that has a workflow attached to it. The workflow runs off of the sc_req_item table and has some Approvals. I have it set so that if an Approval is rejected, the workflow goes to a "Set Values" action that sets the "State" of the RITM to "Closed Rejected", and then sends out a Notification and goes to the End.

Whenever I test one, and Reject an Approval, it looks like it is going down the correct Workflow path, but for some reason my State appears to be overwritten, as it is always set to "Closed Complete". And it isn't just this one workflow, but this appears to be happening to all of our workflows that are trying to set the State to "Closed Rejected".

Here is what my action looks like.

I have tried it with various different values for Stage ("Request Cancelled" or "Completed"), but it does not appear to make any difference.

We checked the Business Rules, and I could not find any which appear to be interfering with this. Is there anything else which could be causing this to happen? How can I find out what is causing this?

Thanks

jmiskey · ‎10-10-2018

It turns out that there was another Business Rule affecting this. It just wasn't where we were looking. It was a Business Rule on the Task table, and it wasn't one that we created (but by the ServiceNow team that got us up and running on ServiceNow a few years ago).

Also, in case others come across problems like this in the future, here is another article which may be helpful. https://community.servicenow.com/community?id=community_blog&sys_id=264d6229dbd0dbc01dcaf3231f96195a

View solution in original post

Steven Parker · ‎09-27-2018

For an RITM, these are the only states out of the box:

Closed Rejected isn't a valid state. That might be a valid APPROVAL state, but not an RITM State.

Please mark this response as correct and/or helpful if it assisted you with your question.
Steven

jmiskey · ‎09-27-2018

Should that matter that it is not an "out of the box" State, and a Custom one we added?

Since we did add it, it does show up in our drop-down boxes (it is in our choice list and has a value).

Steven Parker · ‎09-27-2018

Have you looked at the history of the RITM? Does it ever get changed to "Closed Rejected"?

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Steven

jmiskey · ‎09-27-2018

It seems to go right from "Open" to "Closed Complete".