Query on Policy Exception Getting Closed at 80% Duration

sahil toraskar
Tera Contributor

3 weeks ago

The policy exception has an out-of-box (OOB) flow that gets triggered when the duration reaches 80%. At that point, the exception is automatically getting closed.
May I know why it is getting closed?

sahiltoraskar_0-1768988042934.png

 

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VaishnaviK3009
Tera Contributor

3 weeks ago

Hi @sahil toraskar !!

 

The reason the Policy Exception is automatically closing when it reaches 80% of its valid duration is due to the out-of-the-box flow you’re using.

Here’s what happens in the flow:

  • It waits until 80% of the exception’s valid time has elapsed (via a scripted pause).

  • It then triggers an event indicating the exception is nearing its end.

  • After that, it waits until the exception’s valid period fully expires.

  • Finally, the flow automatically updates the Policy Exception record’s state to “Closed”, effectively closing it.

This behavior is by design to help manage exception lifecycles automatically. If you want to change this, you can customize the flow by modifying or disabling the step that updates the record state to Closed or adding conditions to control when it closes.

 

Mark this as Helpful if it clarifies the issue.
Accept the solution if this answers your question.

Regards,
Vaishnavi
Associate Technical Consultant

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VeerendraKumar
Tera Expert

3 weeks ago

Hi @sahil toraskar ,

As per flow we can see that PE is not getting closed, at 80% Reach its just Triggering the Event

Closing is happening only when valid to is passed. Current date and time

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sahil toraskar
Tera Contributor

3 weeks ago

When I check the Valid From, Valid To, and Actual End Date of policy exception records the calculated duration comes to 80%, which seems to be triggering the 80% logic in the flow.

sahiltoraskar_0-1769004397805.png

 

Below are the next steps  in the oob flow.

sahiltoraskar_1-1769004503804.png

@VeerendraKumar @VaishnaviK3009 

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VaishnaviK3009
Tera Contributor
In response to sahil toraskar

3 weeks ago

Hi @sahil toraskar !!

 

  • The total policy exception duration is calculated using Valid From → Valid To.

  • The OOB flow is configured to monitor when 80% of this total duration is reached.

  • When the 80% threshold is reached, the flow triggers the 80% duration logic.

  • As part of this logic, the flow automatically updates the Policy Exception state to “Closed.”

  • When the record is closed, ServiceNow sets the Actual End Date to the current date/time.

  • Because the record is closed exactly at the 80% point, the Actual End Date falls at ~80% of the total duration.

  • Therefore, when comparing Valid From, Valid To, and Actual End Date, the calculated duration appears as 80%.

  • This is expected OOB behavior — the 80% calculation triggers the closure; it is not calculated from the Actual End Date.

 

Mark this as Helpful if it clarifies the issue.
Accept the solution if this answers your question.

Regards,
Vaishnavi
Associate Technical Consultant