We are facing an issue where Requested Items (RITMs) are in a closed state (Closed Complete, Closed

[AryanJha]

We are facing an issue where Requested Items (RITMs) are in a closed state (Closed Complete, Closed Incomplete, or Closed Cancelled), but the Active field is still set to true, whereas it should be false.

[AndersBGS]

Hi @AryanJha ,

Have you looked into if any business rule should set the active flag to false based on e.g. state? 

[VaishnaviK3009]

Hi @AryanJha !!

This usually happens when RITMs are closed via custom Business Rules, Flows, or scripts that update the State but do not set Active = false, or when workflows are bypassed, preventing the OOB logic from running.

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Regards,
Vaishnavi
Associate Technical Consultant

[Deepak Shaerma]

Hi @AryanJha 

just create a business rule and set the active field to false, whenever the state changes to closed complete. Directly setting the field value based on conditon doesnt require script writing.

Happy to help! ‌‌
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Warm Regards,
Deepak Sharma
Community Rising Star 2025

[Tanushree Maiti]

If Any Business rule is not in place to make ritm record Active =False when state is Closed Complete, Closed Incomplete, or Closed Cancelled, Create it.