RITMs set to close complete, when one sctask is still on hold state.

[ShruthaK]

For RITMs that do not have any workflow or flow, the RITM is getting closed as Closed Complete when a manually created SCTask is set to Closed Complete, even though another system-generated SCTask is still in On Hold state. 
Please help if there are any OOB business rule or any other reason for it!

Thanks

[Tanushree Maiti]

Hi @ShruthaK 

As per these KB this is expected behaviour.

Refer:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0794092#:~:text=OOB%20behavio...

https://www.servicenow.com/community/itsm-forum/not-close-the-ritm-until-manual-task-s-are-closed/m-....

[Mark Manders]

What did you already check? There are several 'update' rules available.

[Ankur Bawiskar]

@ShruthaK 

what debugging did you do?

Why would a catalog item won't have flow or workflow attached to it?

how will you add business process to that catalog item without these?

[Aditya_hublikar]

Hello @ShruthaK ,

You can Check Business Rules on the sc_task and sc_req_item tables related to task closure.

Verify if there are any Flow Designer flows, affecting the RITM state.

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya,