The Field changes in Activity Stream for RITM tickets creates duplicate record

jeffreygard1127
Tera Contributor

‎10-21-2024 11:31 AM

Hi guys!

 

Good day! Can someone please help me in finding the solution with our issue regarding our RITM records?
Whenever we closed our RITM, it creates duplicate records of CLOSED COMPLETE State in the Activity Stream

 

RITM A.png

 

I checked our flow and I can confirm that we only have 1 part on the flow that updates the RITM record and change it to Closed Complete state. 

 

FLOW A.png

Does anyone know what's causing this duplicate and how to fix this?

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Akash4
Kilo Sage
Kilo Sage

‎10-21-2024 11:43 AM - edited ‎10-22-2024 07:06 PM

Hello,

Try only updating state (not stage) and verify the results.

System automatically closes the stage if the state is closed (incase no other OOB scripts are modified)

 

Regards, Akash
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jeffreygard1127
Tera Contributor
In response to Akash4

‎10-22-2024 07:30 AM

Hi @Akash4 thank you for responding. Can you please point me where I can find the existing OOB that automatically closed the state?

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Akash4
Kilo Sage
Kilo Sage
In response to jeffreygard1127

‎10-22-2024 07:17 PM

I may not have the OOB script names at hand. But as per the OOB Request fulfillment process, once all SC TASKs are closed, the stage of RITM will be set to Completed

Regards, Akash
If my response proves useful, please mark it "Accept as Solution" and "Helpful". This action benefits both the community and me.
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jeffreygard1127
Tera Contributor
In response to Akash4

‎10-22-2024 08:39 PM

Hi @Akash4 I removed the state part in the flow design we are still getting the same issue, There's still duplicate. So I don't know where to look

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