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

[Alex Kraemer]

Hi Allen

Thanks again for your answer.
Also our Integration Partner couldn't find the the reason for this Problem and now they've opened a case by ServiceNow.

You're right, also a update for example in the description or any other field will move it forward. But still wondering why everything is working fine when adding a comment when the Task is open an then click on close Task.

Will give an update when ServiceNow found a solution.
Regards
Alex

[Allen Andreas]

Well...I'll stop investigating then haha if you have an integration partner already assisting and now a SN HI case. It's obvious at this time, at least to me, that your record isn't fully saving as Closed Complete, thus not sending the right signal to your workflow to move forward. When you do another update, like description or comment, etc. there are other business rules and things that happen...so it's most likely a down-stream additional action that finally loops around to say that it's closed complete.

I wish you would have made another workflow, like I mentioned and associated it to either this catalog item or another and see if the same result happens.

Right now your mindset is "this is related to the upgrade and it was working before, etc. etc...." but we can't say that for certain....

If you make a brand new workflow and test with that and it works...then yes...there could be some case to make that it was due to the New York upgrade.

I don't feel all troubleshooting was done here.

Anyways, best of luck, please let us know....and please mark any other reply here that has been Helpful as such....time was spent assisting on this.

Thanks!

[Alex Kraemer]

Thanks again for your help and hope your investigation didn't take to much time.
I think our mindset is correct because we only have differences between Tast Items and Request Items since 01.11.2019 (and our update to New York was on the 31.10.2019). Also we had another workflow on Dev which had a similar isssue.

First information from ServiceNow also show to the update (...investigation it may be due to a skipped set while upgrading)

Let's wait what they'll find normaly if our Integration Partner open a case there's really a Problem.

Send you a update as soon i got feedback
Regard

[Allen Andreas]

Yea, I'd be curious to see because like I mentioned, that didn't happened for us in our upgrade. So it may be related to the upgrade and skipped changes and that form of "upgrade related", but I don't think it's literally the New York upgrade and the package causing that.

Thanks!

[Alex Kraemer]

Update from the ServiceNow Support and this case is really very strange...

We have been investigating the issue, and have checked and disabled business rules and have not been able to find the cause, We have now engaged our internal development team and we will provide an update as soon as we have one from them

Give update when they fixed the Problem.