How to add the option to Cancel a RITM and close related REQ?

[trishlipe]

Currently we can Cancel a request by updating the Request State to Closed Cancelled, or by clicking on Cancel Request.. This cancels the REQ and updates the RITM and SCTASK to Closed Incomplete.

We would like this same functionality from the RITM. We would like our staff to have the option to Cancel a RITM, this would set the request state for the REQ to Closed Cancelled and set the SCTASK state to Closed Incomplete.

Has anyone done this or have any ideas on the best way to set this up?

Thank you

[Allen Andreas]

Hi,

Pardon me for asking...but this just doesn't make sense. The functionality is already there at the Request level, they just need to go there to cancel it. Ultimately...could it be done on RITM? Yes...but it's already there. Is there an issue for your staff to go to the Request level to cancel this? If you try to say well it's more clicks, etc....they shouldn't really be on the RITM level either....so putting it there isn't the justification for less clicks anyway.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[trishlipe]

Allen,

Thank you for your response. To answer your question on why we would want this at the RITM level, we are using the RITM as the main request ticket. The RITM is where all our documentation and updates live, including communication to our users. The ServiceNow request process works great if you are using the system to create multiple RITMs for an Amazon like experience; however, we do not create multiple RITMs for a request. We have tried using the REQ and this created a big gap between the work we were doing and communication to our users.

We are trying to direct our staff to make all updates to the RITM and manage the associated tasks at that level. They never go to the Req ticket. Because of this process we wanted the ability to Cancel at RITM level as well.

Is this something you can provide guidance on?

[Sravan Krishna]

Hi @trishlipe 

Have you implemented it in RITM level?

Please let me know how you implemented it. I also have same requirement 

[Rishi_11]

Hi @trishlipe ,

You can create a similar UI action with form button checkbox enabled on sc_req_item table. Get inputs from business, when they would like to display this button and set the appropriate conditions. You can use the below script in the UI action to update the REQ, RITM and sc_task. 

current.state = 4; //setting ritm state to closed incomplete
current.stage = "waiting_for_approval"; //setting ritm stage to waiting for approval
current.update();
var reqGr = new GlideRecord("sc_request");
if(reqGr.get(current.request.sys_id)){
reqGr.stage= 'closed_incomplete'; //set request stage to closed incomplete
reqGr.request_state = 'closed_cancelled'; //set request state to closed cancel
reqGr.update();
}

var sctask = new GlideRecord("sc_task");
sctask.addQuery("request_item", current.sys_id);
sctask.query();
while(sctask.next()){
	sctask.state = 4; //set task state to closed incomplete
	sctask.update();
}

Please mark this response as correct or helpful if it assisted you with your question.

Thanks,

Rishi.