SIR UI SIT status showing as cancelled

[Greg33]

Hi All,

We're implementing a playbook for our customer, One of the tasks here is closed Complete however, as you can see below there is a 'Cancelled' tag applied to it... Any ideas why? and if so, where can this logic be changed / updated?

Thanks in advance!

[Martin Dewit]

You may want to review the Response Workflow for this SIR. The Open state could be completed but the SIT can be state = cancelled automatically via the workflow or by the user via the UI Action Cancel Task.

[Greg33]

Hi Martin,

Thanks for your response, I've check workflows and can't find anything at all running against this record. Also The state of the SIT is closed Complete, this was done manually by myself during testing so not via any UI action.

I think the issue is related to the fact that we have changed the Process definition and related Script include (duplicated NIST Open and changed some of the SIR and SIT states as per customer requirement), however I think there is a part that we are missing related to where the tasks are considered Completed or cancelled.

[Martin Dewit]

Is your custom process definition on this list sn_si_process_definition and is selected/is an option on the Selector (sn_si_process_definition_selector)? There is a business rule that runs when the Process Definition is changed that runs some scripts to update values, process flows, etc. I am thinking the change was skipped over and these scripts were not ran perhaps. Also check here, /sys_process_flow_list.do?sysparm_query=tableSTARTSWITHsn_si_task, to see if the state names/values match your custom names/values. If they do not match, this would prove the scripts did not run or were not able to run.

Business Rule: Process definition change
Script Include method: sn_si.ProcessDefinition().processDefinitionChange

[Greg33]

Hi Martin,

I do believe that you are looking the right way, as it's likely related to this process and SI, however I've double checked, the process is selected, and the BR has run: here is a Screenshot of hte Formater FYI:

I have another post here I have a feeling they are related, I can't figure how to get to the playbook parameters, I need to find where the magic is happening on this playbook selection bar...