Report on active RITMs where all TASKS (ad hoc and System) are no longer active

[Diane22]

We have an intermittent challenge to resolve.

Some RITMs remain active, even if all the tasks are no longer active.

The tasks may be system triggered or may be ad hoc.

No matter what we try, the number of false positives is very high and it's not really helpful.

We feel this report is a must to accomplish 2 things:

1.  Identify the issue and resolve it

2.  Close these RITMs (without notifying the customer) with the close date of the last task (clean the data)

Can someone help us ... 

[Dr Atul G- LNG]

Hi @Diane22 

We had the same issue, so we created a report for it and closed the request RITM.

https://www.servicenow.com/community/incident-management-forum/close-ritm-tickets-without-sending-no...

[Ankur Bawiskar]

@Diane22 

this is how you can have report on active RITMs with closed tasks

How to create a report on Active ( open) RITM's where all its tasks are closed 

sharing it again here

You will also have to debug why this happens and identify how are you closing RITM after task closure.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[J Siva]

Hi @Diane22 

You can create report using related list conditions.

The below report gives you the RITM details which don't have any active catalog tasks.

Please try and let me know.

Filter condition: Ritm active is true

Related list condition:

Table: catalog task-> Requested item

Filter condition: Active true

Equal to 0

Regards,

Siva

[SourabhAkiwate]

Hello @Diane22 ,

Please use the below report.

Thank you,

Sourabh A