RITMs are in closed state but the Active flag is still true.

[sushmachava]

Hi 

We have an issue where the service request state is closed but the active flag is still true, i see for few of the tickets active flag is setting as false but for most it is true,  And also all the requests are related to different catalog items

could anyone faced this kind of issue, can anyone help me resolving this

[Harsh_Deep]

Hello @sushmachava 

Create one before BR on the RITM and use Update checkbox as true.

In the condition State Changes To Closed Complete or Incomplete or Skipped.

In the Action-

Active is False

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.

[sushmachava]

Hi Harsh

Br is already available in system

[Harsh_Deep]

Hello @sushmachava 

Create a new BR for this requirement. If you have BR then please send SS.

[DEEPAK KUMAR SI]

Hi @sushmachava 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0697348 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0696058 

Deepak Kr Singh

 Correct if this solves your issue and also mark 

 Helpful if you find my response worthy based on the impact.