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]

Finally we've got the solution:

It seems that this issue is caused due to Whenever a Catalog Task (sc_task) is closed or moved into one of the close_states, Business Rule: "SNC - Run parent workflows" will trigger based on the condition ==> TaskStateUtil().canRunParentWF(current). "TaskStateUtil" is a Script Include and if this cannot find the method canRunParentWF() then it cannot pass through conditions thus not triggering the Business Rule: "SNC - Run parent workflows" To fix it Make sure "TaskStateUtil" Script Include is of latest version consisting the method canRunParentWF() and check if the conditions of this method satisfy the current Catalog task closure.

https://hi.service-now.com/kb_view.do?sys_kb_id=3f08b40edb733b8cd58ea345ca96193e&sysparm_rank=2&sysp...

What we did:
Reverting the script include back to the NewYork version did not help, but the KB article did. I got another instance on NewYork and copied the script include from there. That version has the required function and the workflow could successfully continue after the task has been closed.

[Allen Andreas]

Hi, yea not sure how your upgrade caused this. As mentioned initially, we haven't had any problem. Unsure how you addressed this during your upgrade, if it was a skipped change, a sys_admin reviewed it...and then just skipped it entirely...then tried to go back and revert to base...or what...but something wasn't done right?

However...I'm glad the issue is now resolved. Basically for those reading...ensure you're reviewing your skipped changes completely when upgrading.