Requests being marked Closed Incomplete when their RITMS are Closed Complete

[EJ13]

Hi all,

I've been running into a problem with requests. Every time I mark a RITM as Closed Complete, it's parent Request is marked as Closed Incomplete. As far as I can tell this is controlled by the "Close Parent if Required" business rule, but the rule just calls a method called "closeParentRequest()" that I can't find the source of. How can I make it so that Closed Complete RITMs mark their Requests as Closed Complete?

Thank you!

[Nawal Singh]

Hi @EJ13 ,

1. Method
Try to find the method called-"closeParentRequest()" may be it's script include  and look the code within the block something like-

if (allRITMsClosedComplete) {
request.state = 3; // Closed
request.close_code = 'complete';
} else {
request.state = 3;
request.close_code = 'incomplete';
}

Update as per your requirement and test it.

2.Method

if your issue not solve with above solution then try to find the flow or workflow that attaching to the RITM and make sure that flow or workflow is closing the RITM or Request with correct way

example-

If this resolved your issue, kindly mark it as the accepted solution to help others.

Regards,
Nawal Singh

[pavani_paluri]

Hi @EJ13 ,

ServiceNow is looking at all the tasks (RITMs) linked to a request (REQ). If even one of them isn’t marked "Closed Complete" (maybe it's "Cancelled" or something else), ServiceNow automatically marks the whole request as "Closed Incomplete".

Have you checked, maybe there's a canceled or incomplete task you didn’t notice. The built-in logic is just too strict.

Turn off the rule called "Close Parent if Required". Create a new Business Rule on the RITM table and close the parent one.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Pavani P

[EJ13]

I've checked for other tasks, but the issue happens even when there is only one item attached to the request