Changes are closed but still set to Active = true

[jean-pauldehaas]

Hi,

we have several reports of standard changes that are closed still show up in the list view as Active = true.

i checked the business rule "mark_closed" n the Change table this is active & runs when State is one of Closed/cancelled, and it sets Sctive to False.

also this happens very random and there is no pattern to discover.

does annyone has any suggestions where to check ?

[Brad Bowman · Accepted solution]

Unfortunately, we have had the same experience with a Business Rule such as this not always running.  On Catalog Item workflows, and on a Change Request workflow we have added a redundant activity just prior to the end to set Active to false, and the Closed on and Closed by, as these were also not always getting set by the BR on the sc_req_item table.  This was on the advice from ServiceNow support at the time (6 years ago).  We also have a list view setup as a favorite to check any records in a closed state where Active = true so that we can periodically find and correct these manually.

[jean-pauldehaas]

Thanks Brad.

i think this is exactly what the problem is, i added the active=false state to the last step of the workflow now.

it seems like some of our user are also not following the correct process to close these changes.

thanks!