Hi Team,
I am facing an issue with the RITM state (sc_req_item).
The expected behavior is for the RITM to move to Resolved. However, from the Audit History, I can see that the RITM is first being updated to Resolved Incomplete and then to Resolved.
Both updates are happening at the same timestamp and are being performed by System.
Audit history:
- New → Resolved Incomplete
- New → Resolved
- Both updates have the same update number and timestamp.
I have already checked the associated Flow Designer flow and Business Rules, but I have not found any logic explicitly setting the RITM to Resolved Incomplete.
Could you please suggest what else could be updating the RITM state?
Specifically, what would be the best way to identify the exact process/script responsible for setting the RITM to Resolved Incomplete?
Should I check any other areas such as Workflow, Subflows/Actions, Script Includes, legacy workflow activities, or OOB request/RITM state handling?
Any guidance on how to trace the source of this state update would be appreciated.
Thanks!
