Request closing when first RITM closes rather than waiting for all RITM's to be completed

[steveturley]

Just testing the 'add to cart' functionality on an instance that hasn't utilised it before.

For some reason, if there is multiple RITM's the parent REQ is being closed when the first RITM moves to 'closed complete' rather than waiting for all RITM's to be completed.

Anyone know why this would be happening and, more importantly, how can I stop it doing it?

Thanks!

[krishi2003]

Got a similar case. Have you solved this issue?

[Simran Gadodiya]

@steveturley 
You can check OOB Business rules that is closing the request or else you can create Business rule to wait it till all RITM will be close complete or you can edit flow for the same.

If it helps you mark it as helpful.

Thanks.

[vishalAg20]

Hi All,
did you create any BR for that Is it work ? same Issue I am also facing. 

[tripu]

Hello @steveturley , @vishalAg20 , @krishi2003 , @Simran Gadodiya

Below is my solution.

I created a Business Rule to overcome the issue.

The Business Rule is created on 'sc_req_item' table.
When to run --> After - Update

Conditions --> State is Closed Complete

Script:

    var req = current.getValue('request');

    var grReqItem = new GlideRecord('sc_req_item');

    grReqItem.addEncodedQuery('stateNOT IN3,4,7^request=' + req);

    grReqItem.query();

    while (!grReqItem.next()) {

        var grReq = new GlideRecord('sc_request');

        grReq.addQuery('sys_id', req);

        grReq.query();

        if (grReq.next()) {

            grReq.request_state = 'closed_complete';

            grReq.stage = 'closed_complete';

            grReq.state = 3; // Closed Complete

            grReq.update();

        }

    }