How to set sc_request stage correctly?

[Joaquin Campos]

Hi all,

I've read different threads in the community but I haven't found a solution for my situation about request stages.

We have a couple of business rules that depending on the states of the RITMs that are part of the same REQ, if all RITMs are complete, then REQ stage is set to "Complete" and in case RITMs are "Closed Incomplete" then REQ stage is set to "Closed Incomplete".

Now I have two issues:

1) When REQ stage is set to "Complete", it's still "in progress" even if REQ state is Complete. How can I set a REQ stage to "Complete" and not "In progress"?

2) I guess it's due to the order of the stages, when I want to set a stage to "Close Incomplete" it should not set "Closed Complete" to "Completed" but to skipped or cancelled, How can that be done?:

Thank you in advance for your help!

Joaquín

[Rahul RJ]

Hi Joaquín,

You can set state and stage in workflow using set value or run script.

Using run script and set value you can update RITM and REQ state and stage values

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/using-workflows/conce...

Thanks,

RJ

[Tudor]

Hi Joaquin,

I think that the issue that are your facing is due to the fact that you are setting the stage from business rules and not from the workflow, as the system is setup.

I strongly recommend that you move all the logic from the business rules in the Request workflow( it should be name "Service Catalog Request") and from there control everything(both state and stage), which in turn will assist with your issue.

As for, setting the state to close complete and close incomplete, please check here:

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/administer/workflow-administrati...

Hope the above helps!

Regards,

 Tudor