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

Kiddy1 · ‎06-02-2017

yes

Shishir Srivast · ‎06-02-2017

ah, my bad. I gave you the BR code by mistake. Glad it solved.

vinothkumar · ‎05-31-2017

Earlier we also had a same issue and reported with HI Support and they said it was a known issue and it was fixed in some release and am not sure about the exact version and we have closed those request by writing a scheduled job, to query the RITM whose tasks are closed and then we are closing the RITM and REQ in that scheduled job itself.

Uma2 · ‎05-05-2020

Hi Vinoth kumar,

Could you suggest for writing schedule job, i have similar functionality.

Thanks,

Uma.