Request Items & SCTasks - RITM State is not updating

[KarrieDash]

This is an example expected process I want to see:

• When: SCTask State is changed to Closed Complete
• Then: RITM State is changed to Closed Complete

But, this is not happening. The RITM's state is not changing.

Is it possible that the reason it is not working is because the Stage has Fulfillment = Complete?
If so, how do I make the RITM's Stage NOT have Fulfillment = Complete as soon as the RITM is created?

I believe when the RITM Fulfillment = In Progress, the RITM's State is updated when the SCTask State is updated.

This is from the Workflow Studio:

[Carl Fransen1]

Hi Karrie,

In the Flow Designer your flow needs to use the 'stages' which will show up in yellow.  See below where you can click the '3 dots' more menu to open the stage window, enable the ones you want to use (we always need fulfilment, completed and request cancelled, plus sometime 'waiting for approval' if relevant).

then you add these stage where you need to in the flow:

Once we did this the states all changed correctly.  We didn't set these via a record update action, just used the stages in the flow.

[Tanushree Maiti]

Hi @KarrieDash 

Check your FLOW and BR , if you have any customization on it.

RITMs do not automatically close OOB until and  unless explicitly it is done by any script or your ServiceNow Flow Designer execution.