RITM still in progress even if the task is closed

Kiddy1 · ‎05-31-2017

we have a situation in production instance that RITM still in progress even if the task is closed,how to rectify what has happened and solve this?

shloke04 · ‎06-01-2017

Hi,

I would suggest you to try replicating this issue in one of your Sub Production instances to know the Root cause of this. Because this should not happen as the RITM gets automatically closed once the Chile Tasks are made Closed Complete which is an OOB Behavior. You may need to check your Workflow attached to the Catalog Item if it creating an issue or not.

In your Scenario, if you are not able to Replicate this issue and has happened only for once for few Items then you can use a Background Script to close those items from Background as per the script mentioned below:

Script:

var gr = new GlideRecord('sc_req_item');

var string='active=true^number=RITM0010091'; //Replace your RITM Number here

gr.addEncodedQuery(string)

gr.query();

while(gr.next())

{

gr.setWorkflow(false);

gr.autoSysFields(false);

gr.state = 3; //Replace your Closed Complete Value here.

gr.update();

}

I assume as per your scenario that your Catalog task are already completed so you can just go ahead and update your RITM to Closed Complete which are still showing as In progress.

Hope this helps.Mark the answer as correct/helpful based on impact.

Regards,

Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

View solution in original post

Shishir Srivast · ‎06-01-2017

Please have below code, please test it in lower environment with one RITM sys_id first and take it to higher environment

var tsk = new GlideRecord('sc_task');

tsk.addQuery('request_item', current.getUniqueValue());

tsk.query();

if(tsk.state == '3')

{

current.autoSysFields(false);

current.stage = '3';

current.update();

}

shloke04 · ‎06-01-2017

So, Is your query got Resolved? If yes please go ahead and mark the answer as correct and close this thread for others.

If you have any doubts let me know.

Regards,

Shloke

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

Kiddy1 · ‎06-02-2017

how to mark it as correct i dont see option here?

Shishir Srivast · ‎06-02-2017

How To Mark Answers Correct From Community Inbox

Shishir Srivast · ‎06-02-2017

Is the issue solved?