We have an inbound integration from Workday to ServiceNow that creates HR Cases. When an HR agent cancels cases in bulk, ServiceNow correctly sets the state to Cancelled and sets Active = false. However, we’re seeing the integration user intermittently update Active back to true immediately afterward (confirmed in record history). This reactivation is affecting our SLAs.
This only happens for a few cases within a bulk cancellation, not all of them.
What could cause the integration user to flip Active back to true after cancellation, and why might it occur intermittently? Any guidance would be appreciated.
Thanks
