How do service catalog Request / Requested Item / Task state change automatically ?

[Antoine Morture]

Hello, I am new to ServiceNow and would like to understand how Request / Requested Item / Task status changes are done automatically ?

I would like to change certain behaviors but I can't get to these changes origin. For instance, if all tasks are "Close [...]" and one of them is "Close incomplete", the Requested Item automatically turns into "Close Complete", which does not satisfy me.

From what I have understood, I will have to define Business Rules after update in order to change this behavior, but I want to consult the existing rules that define these automatic changes.

Thanks for any help that you could provide !

[Ankur Swami]

Hi,

Below is the Business Rule name which takes the decisions to set the state of the Request.

BR Name: Set Request State

Table: sc_request

Please mark correct if it helps,

Thanks,

Ankur

[Antoine Morture]

Hi Ankur, thanks for your answer. I can see how the Request state changes depending on its workflow stage. How does it work for the Requested Item and the SC Task ? I want to know how related records state interact.

[Community Alums]

Hello Antoine,

The OOTB BR "Set Request State" does not change the state of the RITM to Closed incomplete if the Task or the REQ related to that particular RITM is Closed Incomplete.

You can check if any workflow or any customizations done to this or some different BR is doing the change in the state.

Thanks,

Visakha