The "State" field (not Request State") in request doesn't change when all RITM are completed

[Armin Heinlein1]

The "State field is not updated when all RITM are closed and completed for the Request . The Request itself is "Closed Completed" and not active anymore but the State field isn't. I am thinking about writing a Business Rule. It is the right approach? What would that script look like? I am new to SN and my scripting skills are getting better but still not there where I want them to be. Any help is appreciated.

[ankit_sharma487]

I am from. Mobile can't check properly.   But I think you can meanwhile check business rule for this.   There must be some business rule which is responsible for auto closure of request once all ritm are completed

[ankit_sharma487]

Can you also check the dictionary entry of state. That also may be the reson

[kristenankeny]

I had the same issue and created a business rule to update the request. This is the script we use on an "after" "update" business rule on the Requested Item table, with the condition: Active is false and State changes. (There might be a more elegant script out there, but this was one of the first I wrote):

(function executeRule(current, previous /*null when async*/) {
   gs.info(current.number + ' trying to close request');
   var comp = 0;
   var incomp = 0;
   var skip = 0;
   var op = 0;
   var tot = 0;

   var ri = new GlideRecord('sc_req_item');
   ri.addQuery('request',current.getValue('request'));
   ri.query();

   while(ri.next()){
   tot += 1;
   gs.info(current.number + ' found requested items ' + ri.number + 'and total is ' + tot);
   if(ri.state == 3){
   comp += 1;
   gs.info(current.number + ' comp is ' + comp);
   }
   else if(ri.state == 4){
   incomp += 1;
   gs.info(current.number + ' incomp is ' + incomp);
   }
   else if(ri.state == 7){
   skip += 1;
   gs.info(current.number + ' skip is ' + skip);
   }
   else{
   op += 1;
   gs.info(current.number + ' op is ' + op);
   }
   }

   var req = new GlideRecord('sc_request');
   req.addQuery('sys_id',current.getValue('request'));
   req.query();

   if(req.next()){
   if(tot == comp){
   req.state = 3;
   gs.info('Close request as complete');
   }
   else if(tot == skip){
   req.state = 7;
   gs.info('Close request as skipped');
   }
   else if(op != 0){
   req.state = 1;
   gs.info('Keep request open');
   }
   else{
   req.state = 4;
   gs.info('Close request as incomplete');
   }
   req.update();
   }


})(current, previous);