FSM - Work Order Not Closing Automatically After All Work Order Tasks Are Completed-Yokohama

[Aakriti Jain]

I’m facing an issue where my Work Order record does not move to the “Closed Complete” state and remains in "ready for dispatch" or "work in progress" even after all its related Work Order Tasks are marked as “Closed Complete.”

Earlier, this used to happen automatically. I checked Business Rules and Flows but found nothing handling this transition now.

Thanks for your help.

[Ramya V · Accepted solution]

Hi @Aakriti Jain,

The following components are responsible for rolling up changes from the Work Order Task to the parent Work Order (sm_order):

• Business Rule: Roll Up Changes
  This is defined on the Service Order Task table (from which the Work Order Task table is extended). It triggers the rollup process when key fields change, such as state, substate, or scheduling fields.

• Script Include: SMTask
  Specifically, the function rollUpStateChangeToWO() within this Script Include is responsible for updating the state of the parent Work Order. This may include closing the Work Order if all conditions are met.

In addition:

• Script Include: SMDateRollup
  This handles updating date-related fields (e.g.,  work_start, work_end) .

Please mark this response as Accepted Solution and/or Helpful if it resolves your issue.

[Raslani ABDOU-1]

Hello
I am facing the same issue as Aakriti Jain.
This strange behavior started to occur since Yokohama upgrade. I took a quick look at those Script include and Business Rules, but I didn't find the changes that cause the issue. Also, some of the Work Order get close. I've put a workaround, while waiting for the real fix

[Aakriti Jain]

Hi,
We identified the issue ,some OOB scripts had been modified earlier and were skipped during the auto-upgrade to Yokohama. We reverted them to the current version (kept the modified functions), and it worked.

You can check the OOB business rule "Roll Up Changes", which calls certain script includes. Just compare your current version with the latest one ,that might help.