When REQ is submitted automatically RITM is closing

[sriram35]

Hi,

When I have submitted REQ, RITM is creating, under RITM Tasks generated.

But when REQ is submitted automatically RITM is going to a closed complete state, But all the Tasks are in the open state only. 

When Tasks are closed then only RITM and REQ should be closed. 

Please help me

Thanks

Sriram

[Ankur Bawiskar]

Hi Sriram,

check any business rule on sc_request is doing this.

Also is this happening for all catalog items or only for few

Regards
Ankur

[sriram35]

Hi Ankur,

For catalog item I have created a workflow. I workflow around 5 tasks are there. After last Task I have kept set values activity. If I remove the activity it working correctly. But when all the Task are closed RITM and REQ should be closed. That is the reaso I kept there set values activity.

[Anil Shewale]

This is likely caused by the fact that the catalog tasks' closure is not triggering the workflow to continue running. What you'll need to do is create a business rule on the catalog task that triggers the RITM's workflow when the task is closed. That script will look something like this:

var ritmRec = new GlideRecord('sc_req_item');

if(ritmRec.get(current.request_item)) {

   new Workflow().broadcastEventToCurrentsContexts(ritmRec, 'update', null);

}

this BR on the catalog task table should be an after BR as it is interacting with another table.

If it help mark helpful or correct 

Thanks and regards

Anil

[Azim Kazi]

Hello Sriram,

You need to create a workflow or you can modify the previous one it will be achieved using this only be

use below given script in run script or in BR

Script:table "sc_task" and trigger the BR only for the condition state is closed incomplete.

closeItemIfRequired();

function closeItemIfRequired(){
  // check to see if any of our peers are currently *not* closed
  var gr = new GlideRecord('sc_task');
  gr.addQuery('request_item', current.request_item);
  gr.addQuery('active', true);
  gr.query();
  if (!gr.next()) {
        // no peer task is currently open
        var sc_req_item = new GlideRecord('sc_request_item');

        sc_req_item.addQuery('sys_id', current.request_item);

        sc_req_item.query();

        if(sc_req_item.next())
  {
  //update the field of sc_req_item
                sc_req_item.update();
}}}

 also, read these docs for more exposure

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/service-catalog-manage...

Hope this helps!

if my response helps you then kindly mark my answer helpful and correct otherwise if any query feels free to ask further.

Regards,

Ajim.