Request (REQ) should close once the RITM is closed

[Vaishnavi35]

Hi,

Once the RITM is closed the REQ is not closing.

RITM's having tasks or workflows are involved REQ is getting closed correctly.

But the RITM's where tasks are not there REQ form is not getting closed.

Help?

Thanks,

Vaishnavi

[Pavankumar_1]

Hi @Vaishnavi35 ,

you can create the After Business rule on sc_req_item table and give condition as state changes to close complete. Use below script

(function executeRule(current, previous /*null when async*/ ) {
	var grReq = new GlideRecord('sc_request');
	grReq.addQuery('sys_id', current.request);//get the request from RITM
	grReq.query();
	if (grReq.next()) {
		grReq.request_state = 'closed_complete';
		grReq.update();
	}
})(current, previous);

[Vaishnavi35]

Hi Pavan,

The code does not work as the REQ record is still active even after the RITM state is moved to closed complete.

Thanks,

Vaishnavi

[Pavankumar_1 · Accepted solution]

Hi @Vaishnavi35 ,

try this 

(function executeRule(current, previous /*null when async*/ ) {
	var grReq = new GlideRecord('sc_request');
	grReq.addQuery('sys_id', current.request);//get the request from RITM
	grReq.query();
	if (grReq.next()) {
		grReq.request_state = 'closed_complete'; //add your field  name
		grReq.update();
	}
})(current, previous);

[Mark Roethof]

@Pavankumar_1 why going for a workaround and not for the out-of-the-box business rule?

Kind regards,
Mark

[Mark Roethof]

Hi there,

Out-of-the-box this should work fine. I see in other replies in this topic something with a custom business rule. Nice workaround, though why? I would try to find the actual cause. Because again, out-of-the-box this should work fine.

Are you experiencing this for one workflow specific? Or for all?

Kind regards,
Mark