HR Case is getting Auto Closed

[Sriraj V]

Hi Team,

When I submit a record using a Record Producer, the case state is automatically set to "Closed Complete." It was working fine before, but now it's not. I've tried debugging with no success.

1. I checked at the HR Service level, but there's no template attached. I tried attaching a template to set the state to "Ready/Draft" to prevent it from closing as complete, but it didn't work.

2. I even recreated the affected Record Producer and Flow Designer by cloning them, but the case still closes as complete.

3. I set the first step in Flow Designer to change the state to "Draft," but the case still changes to "Closed Complete" before my flow changes it back to "Draft."

Has anyone experienced this kind of issue?

Thank You,
Sirraj

[Sriraj V]

I have removed the flow at hr service level, so still we need to revert the flow.? When i raise a case manually, its setting as "Close Complete" only. 

[Sandeep Rajput]

@Sriraj V If the issue still persists despite deactivating the flow then you need to check if there is any Business rule which is setting the HR case state to closed completed. You can also take help of Script tracer https://developer.servicenow.com/dev.do#!/learn/learning-plans/xanadu/servicenow_administrator/app_s... to check what all scripts are triggered when you submit the case via record producer.

[nmaneely]

Is there a Template defined within your HR Service Configuration? If there is, check if it is setting the State of the Case and if so, is it creating it in a 'Closed Complete' State instead of 'Ready' or other required State.

[Pavankumarkp]

Hello @Sriraj V,
Did you get the solution for this, even I am facing the same.

[Wessel van Enk]

Hi @Sriraj V ,

Is the RP creating a lifecycle event case? 

If so, you need to make sure there are activities in the specific lifecycle event, otherwise the case will be automatically closed. 

Please try to move the tasks you want to be created from the workflow and add them directly as activities in the lifecycle event. Then the case will not be closed automatically. 

Please note that you need to make the activities mandatory, not optional.
Optional activities are still skipped during the review and the case will still be closed. 

[Wessel van Enk]

If so, you need to make sure there are activities in the specific lifecycle event, otherwise the case will be automatically closed. 

Please try to move the tasks you want to be created from the workflow and add them directly as activities in the lifecycle event. Then the case will not be closed automatically. 

Please note that you need to make the activities mandatory, not optional.
Optional activities are still skipped during the review and the case will still be closed.