The state of a catalog task changing from Closed Complete to Closed Incomplete

[Chaitali_Vale]

Hello Community,

I am currently working on a catalog item. When we manually update two tasks to Closed Complete and immediately set the third task to Closed Incomplete, all three task states change to Closed Incomplete.

Could you please suggest a resolution for this issue?
Your guidance would be greatly appreciated.

Thank you!

[vaishali231]

Root cause

This usually happens because there is a Business Rule, Flow, or Workflow on the sc_task table that updates all tasks under the same RITM when any one task state changes.
So when one task is moved to Closed Incomplete, the logic updates the other sibling tasks as well.

Fix
Review the logic and make sure it updates only the current task record.
Do not loop through all sc_task records linked to the same request item when changing the state.

Things to check
1.  Check Business Rules on sc_task, especially Before Update and After Update.
2. Check Flow Designer flows that use actions like Update Related Records.
3. Check any scripts that query sc_task using request_item and update multiple records.

If this was helpful, please mark it as the solution.

[SohamTipnis]

Hi @Chaitali_Vale,

Please check if there is any Business Rule or Flow attached or currently active.

This usually doesn't happen unless there is some back-end side process running. Let me know if this was the reason for your scenario.

If you find my answer useful, please mark it as Helpful and Correct ‌‌😊

Regards,

Soham Tipnis

ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10

[Chaitali_Vale]

Hello @SohamTipnis 

I have reviewed the Business Rules but did not find any that are related to this issue. There is a flow created only for a specific catalog item; however, I have not created any update actions to modify the catalog task.

Thanks!

[SohamTipnis]

Hi @Chaitali_Vale,

Try to use the flow so that we can know if there is any error or blockage so that it can be detected in the flow.

If you find my answer useful, please mark it as Helpful and Correct ‌‌😊

Regards,

Soham Tipnis

ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10