Workflow not closing RITM when tasks closed

[Ian46]

Hi,

We are starting to create workflows for our Catalog Items. However when all the SC tasks are completed the workflow ends. But the RITM remains open. What is the best practice for making the RITM close when all tasks are closed? This is even happening in the OOB RITM workflow.

Thanks Ian

[Priyanka Chandr]

Hi,

Go through the below link that will help you to close RITM on closing task

https://community.servicenow.com/community?id=community_question&sys_id=82d86d44db13e300107d5583ca96...

And Explore these three OOB business rules for request/RITM/Task closures :

Close Parent if Required --> written on RITM table

Mark Request Closed --> written on sc_request

Close Ticket --> written on sc_task

Kindly mark it correct and helpful if it is applicable.

Thanks,

Priyanka

[Vishwa Prakash]

Hi Ian,

I have found similar queries which might help you achieve your requirement. Please refer to the below link. 

https://community.servicenow.com/community?id=community_question&sys_id=8208dbbfdb3f1740fff8a345ca96...

https://community.servicenow.com/community?id=community_question&sys_id=93ee84d7dbf1ab402e8c2183ca96...

Hope this helps. Please mark my answer correct and helpful.

[Ian46]

Thanks Priyanka, I have checked the 3 BR's and they are all active. I am thinking the one on sc_task is the important one here? Does this look ok? 

I have added a Set values activity to the WF to close the RITM when tasks are closed. But this doesn't take in to account if the tasks are closed incomplete or skipped. So seems like I would need a set values activity for each scenario which seems overkill if a BR can do it?

Thanks Ian