Flow Designer Update Record action not updating record

Community Alums
Not applicable

‎01-30-2020 01:01 AM

I've made a bare bones 'Generic Request' available in the service portal and a flow in Flow Designer for it. It needs to:

- Create a catalog task for the RITM record, assigned to the Service Desk

- When the task is closed, the state of the RITM record should update to match it (change the state field)

It all works until it gets to the Update Record action, it doesn't update the RITM record.

From the flow context it looks like it's not outputting any field values.

Have I missed something in this step?

Flow context:

find_real_file.png

Flow 'code':

find_real_file.png

I've tried the pill picker, a script, nothing

 

Thanks!

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Sumit Pandey1
Kilo Guru
Kilo Guru

‎02-02-2020 07:41 AM

Can you update the same RITM record manually? To start troubleshooting, I would check:

  1. If there is any before business rule with abort action on RITM table, which might be preventing the update?
  2. In the Properties of your flow, what is the Value of Run As field? Is it System User or User who Initiates the flow? In case of run as user, what happens if you try to impersonate that user and update the record manually?

 Also, you need to consider that the state values of Catalog task and RITM will be different.

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Community Alums
Not applicable

‎02-02-2020 08:20 PM

I can currently change the RITM state manually, not sure if it'll be that way forever.

There are no business rules with an abort action on the RITM table

Run As is System User

For this particular RITM, the Catalog task and RITM state are always the same.

If I don't do a 'dynamic' state change (i.e. RITM state is whatever sc_task state is), and just set it statically (i.e. set RITM state 'Closed Complete'), then it works fine:

find_real_file.png

I ended up going  the ugly way and made three ifs:

find_real_file.png

It really feels like my original way should have worked, but I've spent too much time here, so I'm moving on!

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Sumit Pandey1
Kilo Guru
Kilo Guru

‎02-02-2020 08:41 PM

The dynamic doesn't work because Task State Values are not same as RITM State Values. To Check state values, You can go to dictionary>state and see what are the choice values of states Alternatively you can easily script whatever you want.
something like -

if task.state ==closed complete, set RITM state = closed complete
else if task.state ==closed incomplete, set RITM state ==incomplete.

I hope it helps.

Thanks

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