What triggers the Activities when RITM close?

Dk nov
Tera Expert

2 hours ago

Hello All,

 

When all scTask closes, it automatically closes the RITM and set the "closed" and "closed_by" value on work note Activities on RITM.  As shown in below pic.

Dknov_0-1767389507461.png

While in some of the RITM, it only shows 'state' and 'stage'. Due to this issue, Closed_by and Closed field on RITM shows empty. Can someone tell from where these value is coming from on Activities on RITM? If it comes workflow then I found it closes the last scTask and end the workflow? Not sure if I am missing anything in workflow. Or if scTask closes which triggers any BR to close RITM as well!

Dknov_1-1767389579700.png

 

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Matthew_13
Kilo Sage

an hour ago

Hi my Friend

This is actually normal OOB behavior, and the difference you’re seeing comes down to how the RITM is being closed.

When the last scTask closes, ServiceNow evaluates the RITM and updates its state/stage. The Activities stream only shows Closed and Closed by if those fields are explicitly set on the RITM record. If they aren’t set, they wont appear.

So in the cases where you only see state and stage, the RITM was closed by logic flow/workflow/BR that did not populate closed and closed_bywhich is common with some Flow Designer implementations or custom logic.

scTask itself does not write those fields. Something else must do it.

The fix is to make sure whatever logic closes the RITM Flow or BR also sets closed and closed_by consistently.

 

@Dk nov - Please mark as Accepted Solution and Thumbs Up if you found Helpful!!

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