Reopened Tickets still show under closed in My Requests for user

BattuLakshmi — Mon, 16 Mar 2026 09:16:04 GMT

When a technician reopens an SCTASK, the associated REQ or RITM does not get updated. As a result, the request continues to appear under Closed Requests when the user views it in My Requests.

Could you please suggest a solution for this issue and advise how we can fix it?

Thank you!

Re: Reopened Tickets still show under closed in My Requests for user

Huynh Loc — Wed, 18 Mar 2026 04:06:25 GMT

Hi @BattuLakshmi ,

You can create a Flow Designer flow that triggers when the State of an SCTASK changes from Closed to Open. The flow logic would be as follows:

Get the related RITM
↓
If the RITM is in a Closed state, reopen it
↓
Get the related REQ
↓
If the REQ is in a Closed state, reopen it

In addition, we should add a Wait for Condition on the SCTASK until it is closed again. Once the SCTASK is closed, the flow can proceed to close the corresponding RITM and REQ as needed.

Regards,
Huynh Loc

question Reopened Tickets still show under closed in My Requests for user in Developer forum

Reopened Tickets still show under closed in My Requests for user

Re: Reopened Tickets still show under closed in My Requests for user