question Are there any scheduled jobs or anything that would make Request (sc_request) records inactive? in Community Central forum

Are there any scheduled jobs or anything that would make Request (sc_request) records inactive?

CompleteNoobHea — Tue, 19 May 2026 09:00:33 GMT

We found that the state of Approval records related to Request records are being changed from requested to not_required and we thought that this may be due to the Request records being changed by the system to inactive for some reason. Upon further investigation, we have found that multiple records are affected all within a span less than a second.

There were no changes in the associated Request Item (sc_req_item) records that would've triggered the change on the Request records so I guess that rules out business rules here.

Is there any reason why the system would make multiple Request records inactive? Is it doing it through a Scheduled Job or Scheduled Flow? I have already checked both and couldn't find anything.

Re: Are there any scheduled jobs or anything that would make Request (sc_request) records inactive?

Tanushree Maiti — Tue, 19 May 2026 09:16:51 GMT

Hi @CompleteNoobHea

1. Look for an out-of-the-box (OOTB) business rule named Moot Approvals Upon Cancellation on the Task table.

If a Request is set to inactive by a script or scheduled job or flow, it triggers this rule to bulk-cancel approvals within a fraction of a second and setting approval not record

The 'mark closed' business rule is marking the record to inactive (active=false)

It is calling 'runMarkClosed' from the 'TaskStateUtil' script include.

The script include is checking below inactive states

SYSTEM_INACTIVE_STATES : [3, 4, 7], // task default inactive/close states

When the record is inactive, the approvals are set to 'No Longer Required'

refer: KB0726424 Approval is being set to "No Longer Required"

3. Also check this KB: KB2588470 Workflow with 'No Longer Required' Condition Approval

Link: https://<Your_instance_name>/sys_script.do?sys_id=4272fc4d0a0a0b27003f173125ab48fc&sysparm_view=&sysparm_record_target=sys_script&sysparm_record_row=1&sysparm_record_list=nameSTARTSWITHmoot%5EORDERBYname&sysparm_record_rows=1

Re: Are there any scheduled jobs or anything that would make Request (sc_request) records inactive?

CompleteNoobHea — Tue, 19 May 2026 09:39:28 GMT

Hi @Tanushree Maiti

I figured Moot Approvals Upon Cancellation is what’s changing the state of the Approval records to not_required but what I am more concerned about is what exactly is setting the Request records to inactive (active=false) in the first place. There were no changes on the associated Request Item record that would’ve possibly triggered the changes on the Request record and also considering the fact that this happened to multiple Request Records rules out the possibility that this was due to a business rule.

Re: Are there any scheduled jobs or anything that would make Request (sc_request) records inactive?

Tanushree Maiti — Tue, 19 May 2026 09:38:50 GMT

Hi @CompleteNoobHea

Please explain what you have found out. What component changing the state . Is that component customized. If you share details with code, then I can clarify your query.

Re: Are there any scheduled jobs or anything that would make Request (sc_request) records inactive?

CompleteNoobHea — Tue, 19 May 2026 09:57:05 GMT

Hi @Tanushree Maiti

I appreciate you looking in to this.

That’s the thing though. We don’t have a custom code of any sort that would periodically change active Request Records to inactive so it is unclear what exactly is changing the value of active flag into false and I am wondering if there is any OOTB Scheduled Jobs that would do that.

I have found a post on r/servicenow. I think it is a similar issue.

Maybe you could have a look and it will give you a clearer picture.

Re: Are there any scheduled jobs or anything that would make Request (sc_request) records inactive?

Tanushree Maiti — Tue, 19 May 2026 10:01:12 GMT

Hi @CompleteNoobHea

Definitely Active is getting false , but you need to check your configuration at what scenarios it is happening .

Any rollback of Flow/workflow ,your team performed..?

Re: Are there any scheduled jobs or anything that would make Request (sc_request) records inactive?

CompleteNoobHea — Tue, 19 May 2026 10:06:06 GMT

Hi @Tanushree Maiti

I have already checked through our configuration and could not find anything that’s why I was looking at the possibility that this may be OOTB.

Also, I would like to add that when the Request record is updated after it has become inactive, it changes back to active.

Re: Are there any scheduled jobs or anything that would make Request (sc_request) records inactive?

John Gilmore — Tue, 19 May 2026 15:22:53 GMT

It sounds like you have been focusing on record changes to identify what happened. Assuming you have access or can work with someone that does you should be able to trace what caused the updates.

If you have auditing turned on it should record every change made, the user (likely system given your description), and the time. What you really want is the exact time the change occurred.

If you have the exact timing of the change then you can review the system logs around that time and see if there are any log messages that may help identify what was done and potentially why. Next you need to check flow and process executions around that time and see if you can identify which one made the change. Once you know the process or flow you can identify what the trigger was and begin figuring out how to prevent it from happening again in the future if it was in fact buggy or undesirable behaviour.

Re: Are there any scheduled jobs or anything that would make Request (sc_request) records inactive?

CompleteNoobHea — Wed, 20 May 2026 01:10:08 GMT

Hi @John Gilmore

Actually I did go through our logs, process executions and event queue, and I couldn't find anything that I could attribute the issue to.

I also checked my PDI and I have observed the same pattern - the Request record becoming inactive despite no changes on the Request Item record that would've triggered it being recorded. Left is the update history on the Request Item and the right is on the Request record.

Re: Are there any scheduled jobs or anything that would make Request (sc_request) records inactive?

CompleteNoobHea — Thu, 28 May 2026 08:10:49 GMT

Found a completely unrelated, misconfigured custom action that updates the state of sc_request records to closed_complete[4].