Lifecycle Events Not Closing when Activites are complete

[Kathy Ruck]

We have an onboarding Lifecycle Event that is not closing when all the tasks are complete.

When the related activity/activities are marked as closed complete the Lifecycle event does not close.
The Lifecycle event has 4 possible activities defined but they do not all trigger - at minimum - one will trigger.
Each activity is defined with an associated audience.
The related HR Service is configured to "Close When" - "All to-dos are complete" with a close offset of 0.

Any ideas what we could be missing to ensure the events close once the activities are done?

[ahefaz1]

@Kathy Ruck ,

Can you please try to execute the scheduled job "Auto close case" manually.

Please check if it is marked as active true, and the run as is set to system administrator.

Please also check this:

https://www.servicenow.com/community/hrsd-forum/how-to-set-the-state-field-as-closed-completed-once-...

Please accept the solution if it solved your query or please mark helpful if this helped.

Thanks,

[Kathy Ruck]

Thank-you for the input. That job runs on a daily basis and does not close the cases.

[michaelj_sherid]

@Kathy Ruck I recommend to open a ServiceNow support issue, there may be other mitigating factors based on your instance configuration. Out of the box when you have this item selected on the HR Service, the case should close. I see you have configured for ALL activities, this will include the optional activities (need to be completed).  We can recommend to look at RCA records, debugging and the like but there are a lot of things to look at where ServiceNow support can help with this.

Regards,

Mike

[ChristinaMillr1]

Were you able to resolve this issue? We are facing the same problem.