Close Parent Request if RITM has Complete and Cancelled Items

[ivopetrow]

Hello,

I have created a new business rule in order to change the parent request state to close when all

related RITMs are closed or canceled.

Please let me know if the script is ok

closeRequest();
function closeRequest(){

var gr = new GlideRecord('sc_req_item');
gr.addQuery('request', current.request);
gr.addQuery('state', '!=', 3);
gr.query();
if (!gr.next()){
var sc_request = new GlideRecord('sc_request');
sc_request.addQuery('sys_id', current.request);
sc_request.query();
if (sc_request.next()){
sc_request.state = 3;
sc_request.update();
}
}
}

[SanjivMeher]

You can improve the script to below. It should be an after BR. And you can add condition by saying Active Changes to False

closeRequest();
function closeRequest(){

var gr = new GlideRecord('sc_req_item');
gr.addQuery('request', current.request);
gr.addQuery('active', 'true');
gr.query();
if (!gr.next()){
var sc_request = new GlideRecord('sc_request');
sc_request.addQuery('sys_id', current.request);
sc_request.query();
if (sc_request.next()){
sc_request.state = 3;
sc_request.update();
}
}
}

[Michael Ritchie]

This is out of the box functionality.  There is a business rule called "Closed Parent if Required" that does this:

https://INSTANCENAME.service-now.com/nav_to.do?uri=sys_script.do?sys_id=596fac6bc0a8010a00dca5b76857e592

Since this is looking at the stage of the request all you need to do in your workflow is to make sure you set the stage to completed at the conclusion of your workflow.

[ivopetrow]

Hi Michael,

The OOB business rule   "Closed Parent if Required" is already working but for some reason

it didn't work for more than 5000 incidents.

That's why i'm looking for a way to avoid such issues in future

Please can you provide more details on the below:

"Since this is looking at the stage of the request all you need to do in your workflow is to make sure you set the stage to completed at the conclusion of your workflow."

[Michael Ritchie · Accepted solution]

In workflow you can set the stage of an activity which then sets the stage attribute on the request item.  All of the out of the box examples use the "Completed" stage either on the end activity or just before the end activity.  Here is example from the procurement workflows:

here is example from Service Catalog Item Request workflow:

Now changing your workflows won't address your existing 5000 records so a Fix script will be necessary to fix those.  But this will help with any new requests.

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