RITM is in Closed Complete state but Active is still True

[anupamg]

We have a peculiar issue of some RITMS's are in closed complete state  but Active is still true.

When the associated SCTAsk is closed using UI action Close Task and comment is added at the same time Requested Item is getting closed but Active is still True. If we add a comment, update/save it and then hit close task. It works as intended meaning will close RITM and Active is set to False.

Please help if anyone else has similar issue and have found the solution.

Thanks

Anupam

[Ashutosh Munot1]

HI,

Is there any workflow attached to it?

Thanks,
Ashutosh

[anupamg · Accepted solution]

Hi Ashutosh

 Yes we have a workflow attached to it.

The issue was with the BR that we had created early this year to copy comments from SCTASK to RITM. That was After BR and we changed to to Before BR to fix the issue.

Thanks for the reply.

Anupam

[Gian1]

Hi There,

This helped fix the active issue, but its brought up another issue where when you use the @ mention option in SCTASK worknotes it sends out two notification for both RITM and SCTASk. Is there a way to stop this?

[anupamg]

You may  review the oob notification Activity Stream @Mention Email. It might need some tweaking.

Thanks

Anupam