SCTASK State Automatically Changing from Cancelled to Closed – Successful while marking as inactive

[zee15]

Hi
I am currently working on a scenario where the SCTASK should be set to Active = false when it is cancelled.
I noticed that there is an out-of-the-box Business Rule that updates the SCTASK record to Active = false when the state changes to:

• Closed/Resolved (backend value: 4)
• Closed – Successful (backend value: 3)
• Closed – Skipped (backend value: 7)

To achieve my requirement, I created a new Business Rule and added an additional condition for when the state changes to Cancelled.

However, I am facing an issue: whenever I try to set the SCTASK state to Cancelled, it automatically changes to Closed – Successful.

Could someone help me understand:

Why is the state automatically transitioning from Cancelled to Closed – Successful?
How can I prevent this behaviour and correctly set the SCTASK to Cancelled?

Any guidance would be greatly appreciated.
Thanks!

[Tanushree Maiti]

Hi @zee15 

Close Successful is custom state. so Check the BR/Flow on SC_task ( customization), which is changing the state.

[zee15]

Hi @Tanushree Maiti plz check the attached SS of BR. closed successful state (backend value: 3) is already mentioned in OOB BR

[Tanushree Maiti]

Hi @zee15 

My point was , label has been changed,, OOB state label is  as given in screenshot.

Anyways, did you get any chance to check the custom BR /flow/workflow?