Request Item won't change state to Closed Complete

[Alex Kraemer]

Hello all

Since our update to New York we have had a problem with our request workflow.
Task item (in sc_task table) is opened from service portal an our agents can access the record. By clicking on close task button, the task item changes to closed complete. But, the request item (in sc_req_item table) stay in state work in progress.

But if the agent enter a work note or a additional comment an then click the close task button, the request item changes correctly to closed complete.

Both fields are not mandatory and also if a admin enter a work note on the request item, the state changes to closed complete.

The workflow hangs still on catalog task running though the state is closed complete.

We're sure, that the workflow was working correctly before we've updated to the New York Release. Checked Business Rules, Client Scripts, UI Actions etc. but can't find anything.

Any idea?

Thanks an regards
Alex

[SanjivMeher]

@Allen A New York Release Issue

[Allen Andreas]

Thanks for the ping Sanjiv 😉

I know you want to show me that upgrading too soon to New York was a bad idea, but nuh uhhhh not gonna work!!! haha

Anyways, for this issue...we upgraded from Kingston to New York. We've been on New York now for almost 2 months and I know we would have seen this issue well before now...but...I went ahead and ordered an item on our Test environment for a workflow I know hasn't been touched since the upgrade (meaning it's still from Kingston days) and I went right to the task...click close task and it closed complete the task...and I went to RITM and RITM is closed complete and went to REQ and REQ is closed complete.

So all working appropriately.

One thing you said: the workflow is hanging on the catalog task even though it's closed complete? That is more the issue which is probably why it's not letting the RITM go closed complete because it's still hung there and stuck.

Can you show us some of your screenshots from the task activity? Are you doing anything in the advanced script section? Do you have any onSubmit client scripts for this task? Have you tried this with another catalog item....try doing this with a different one and see if it works?

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

[Alex Kraemer]

Hi Allen

Thanks for your reply.
We only have one catalog item, so there isn't any chance to test with anotherone.

The workflow is in this state and task item shows the stat "closed Complete".

So now the workflow is waiting till an agent enter a Additional comment or a Work note on the task item and click update. As soon as one of them ist entered, the workflow continues and close the request item.

We also can add a additional comment on the requst item and the workflow continues. And last but no least, if the customer in the service portal enter a comment, the workflow also continues!

So it seems that tha workflow is waiting, till the jounalfield is updatet.

On the task item is only one client script with type onSubmit active and this one is a reminder due date check.

Any ideas?

Thanks an regards
Alex

[Allen Andreas]

Hi,

Yea, something definitely seems off here. You're saying that they clicked "Close Task" button and the task is marked and saved as "Closed Complete", correct? So when you look at that task from list view or somewhere else...it's showing as Closed Complete? And Active = False? Because if it's not....fully closed, then the workflow will continue to sit there. It almost seems like them using that UI Action button is starting to set it to Closed Complete...but not actually doing it yet. Then...when they add a comment or worknote (you could also probably test with updating ANY field...like assigning it to someone else and saving, etc.) and THEN...it fully clicks "Closed Complete". All this workflow is doing, by what I see, is just waiting for the task to be completed. There isn't anything here in that screenshot that says: "wait for journal entry". It may seem coincidental that when someone leaves a comment or worknote it just happens to move on...but i think ANY update to that record would move it forward. If that is true...then we need to go back to what's going on with the record and why isn't it fully saving as Closed Complete via the UI Action.

Also...as a side test...you could create another workflow, even if very short, that just begins, has a catalog task, and ends...and then create a dummy catalog item and assign this workflow to it and test run that and see if the UI Action works for that. If that too has an issue...then it's something else going on.

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