RITM stays active when change status to closed complete/cancel and add comment
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
10-30-2022 08:49 AM
Hi
so this is the scenario:
1. get into a catalog task of an open RITM.
2. change the state to Closed complete or cancel
*before saving the form...
3.add free text to the Additional comment box
*dont press on Post button
4. now, save the form
result:
the RITM is still Active!!
i did some research and found out, in the Activities log, first i see that the state changed(from Open to closed..)
and then i get to see the additional comment text...
both at the same time...maybe its a clue for something..
my goal is to see that the RITM is changes to Inactive in that scenario..
Thanks
Lior
- Labels:
-
Request Management
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
10-30-2022 09:01 AM
There are two points here.
1 . If all your RITMs have single tasks , then you can write a before Update BR on sc_task table with condition of closed and set the status of RITM to inactive.
2 If your RITMs may have multiple tasks , then in your before update BR on sc_ task table, you need to glide the sc_task table to check if there are others open tasks under same RITM, if no then you can mark the RITM as inactive.
Raghav
MVP 2023
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
10-30-2022 09:59 AM
Thanks
il try it…
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
10-30-2022 09:18 AM
Hello,
Are you using a workflow? Is the workflow going to the end?
Please check the below article:-
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0696058
Please mark my answer as correct based on Impact.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
10-30-2022 09:59 AM
The worflow is ends