Workflow tasks cause RITM to "Close Incomplete"

[AdrianKWilson]

Hello All,

I have some catalog items where the workflow generates tasks based on questions answered from the form. I am using the "If" condition on the workflow with "Yes" and "No" as the triggers. I also have a "Join" that waits for all generated tasks to be closed. The issue is when "No" is selected or "None" is still listed (options are not mandatory), the tasks that are attached to "Yes" cause the RITM to go "Closed Incomplete". If all options are marked "Yes", the workflow closes as designed. If not, this issue happens. I've tried business rules to check for tasks being closed, but if the task isn't generated, the state can't change. Routing "No" to the end of the workflow causes the RITM to close as well. Need to be able to use the "If" condition without the workflow stopping and closing the workflow once the requested tasks are created.

Any help from the community will be greatly appreciated!

[Robert Beeman]

You can connect your 'No' conditions directly to your 'Join' activity (bypassing the 'Catalog Task' activity. It should then meet them 'Complete' condition criteria.

[Anil Shewale]

Hi Adrian

 it would almost certainly come from 1 of 2 places...

1)  A 'Run Script' or 'Create Task' activity in the workflow attached to that request item.

2)  A business rule running on the 'sc_task' or 'sc_req_item' table that contains 'sc_req_item' or 'cart' in the 'Script' field.

refer the following thread it help you.

https://community.servicenow.com/community?id=community_question&sys_id=5d588faddb1cdbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=db358f6ddbd8dbc01dcaf3231f96...

If it help mark helpful or correct 

Thanks and regards

Anil

[Brad Bowman · Accepted solution]

The way you have your catalog task activities defined, the Join will never result in Incomplete if you connect your No conditions to the Join.  Your tasks only have the Always condition, so even if you close one with the State = Closed Incomplete, it will still reach the Join and the Join will result in Complete once the other tasks are closed.  If this is what you want then you can get rid of the Closed Incomplete Set Values activity because it will never be reached, and route the Join Incomplete the same as Complete.

If you want the RITM to close incomplete if one or more tasks are closed incomplete you'll need to add conditions to each task.  One for Closed Complete with the Condition activity.result ==3, one for Closed Incomplete with the Condition activity.result == 4, and one for Closed Skipped with the Condition activity.result == 7.  You'll delete the Always activity so you'll end up with 3 possible end results of each task.  In this case you're going to route all 3 paths to the Join, and the Join will result in Incomplete if any task is Closed Incomplete.  If you want to RITM to close incomplete right away upon a task closing incomplete, then route the Closed Incomplete paths to the Closed Incomplete Set Values.

[AdrianKWilson]

This actually helped me a bit. I added all of the nodes to the "Join" and created a dummy event. The event does nothing actually but it lets the workflow pass over to the "Set Value" to close the entire RITM once the join is complete. I rerouted the incomplete as you mentioned and it allowed my workflow to complete as designed.