Workday Integration with HR Cases issue

[arijtis]

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

[Tanushree Maiti]

Hi @arijtis 

• Ensure your inbound integration script includes a check preventing the integration user from altering the case if its state is Cancelled (e.g., current.state != 8 or current.active != false depending on your backend)

• Verify if your Business Rules (specifically any that calculate active flags) have condition checks to evaluate if the state is equal to Cancelled

[arijtis]

Hi @Tanushree Maiti , Yes, I've checked, this issue is not reproducible in non-prod environments and happening in production only sometimes that too with few cases like 5-6 cases out of 100s

[Tanushree Maiti · Accepted solution]

Hi @arijtis 

In the integration space, issues that cannot be reproduced in a non-production environment are often very difficult to troubleshoot.

In such situations, it's best to log a case with your ServiceNow vendor with a recent example highlights this challenge. . They can review logs and diagnostic information from their side, which may provide insights that are not available within your environment.