Fix script to close REQ and RITM

[mkader]

Hello,

We are in the process of fixing a workflow that is not closing out RITMs and REQs when SCTASK is closed complete. We have over 100 REQs for this particular item. The user wants us to manually close out all REQs while we are fixing the workflow. How can I create a fix script that closes the RITM and REQ? I have a fix script to close the REQ, but not sure how to close its RITM.

var gr = new GlideRecord('kb_knowledge');
gr.addEncodedQuery('descriptionSTARTSWITHaccounting^state=1');
gr.query();

while(gr.next()) {
    gr.setValue('state', 3);
    gr.work_notes = "This REQ is being manually closed";
    gr.update();
}

***Edited****

I mistyped the table in my GlideRecord:

var gr = new GlideRecord('sc_request');
gr.addEncodedQuery('descriptionSTARTSWITHaccounting^state=1');
gr.query();

while(gr.next()) {
    gr.setValue('state', 3);
    gr.work_notes = "This REQ is being manually closed";
    gr.update();
}

Thanks!

[Ashutosh Munot1]

HI,

You are trying to query kb_knowledge in your code.

It should be sc_request and sc_req_item table.

Thanks,
Ashutosh

[mkader]

thank you for your response @Ashutosh Munot , Yes that's what I currently have in my fix script. I mistyped over here 

[Ashutosh Munot1]

var req= new GlideRecord('kb_knowledge');
req.addEncodedQuery('descriptionSTARTSWITHaccounting^state=1');
req.query();

while(req.next()) {
    var ritm= new GlideRecord("sc_req_item");
    ritm.addQuery("request",req.getValue("sys_id"));
    ritm.query();
    while(ritm.next()) {
      ritm.setValue('state', 3);
      ritm.work_notes = "Manually closed by Fix Script";
      ritm.update();
    }
    req.setValue('state', 3); 
    req.work_notes = "Manually closed by Fix Script";
    req.update();
}

Thanks,
Ashutosh

[mkader]

@Ashutosh Munot - I tried this and the state was reverted back to open. When I look at the work notes, I do see "Manually closed by Fix Script", but after a few seconds, 2 more system work notes get logged:

***EDITED***

I have also added a script for handling the sctask to close that as well. This is only closing one of the tasks and not both of the tasks associated with the REQ. There is only 1 RITM, so I would have to make a use case to see if this also happens with multiple RITMs

[Ankur Bawiskar]

Hi,

some script internally is reverting it back

try this and disable any BR which might be running

var gr = new GlideRecord('kb_knowledge');
gr.addEncodedQuery('descriptionSTARTSWITHaccounting^state=1');
gr.query();

while(gr.next()) {
    //fetch the associated ritm
    var gr1 = new GlideRecord("sc_req_item");
    gr1.addQuery("request",gr.getValue("sys_id"));
    gr1.query();
    while(gr1.next()) {
      gr1.setValue('state', 3);
      gr1.work_notes = "This item is being manually closed";

      gr1.setWorkflow(false);
      gr1.update();
    }
    //fetch the associated subtask
    var gr2 = new GlideRecord("sc_task");
    gr2.addQuery("request",gr.getValue("sys_id"));
    gr2.query();
    while(gr2.next()) {
      gr2.setValue('state', 3);
      gr2.work_notes = "This subtask is being manually closed";
      gr2.update();
    }
    
    gr.setValue('state', 3); //check the close state value in sc_req_item table.
    gr.work_notes = "This REQ is being manually closed";

    gr.setWorkflow(false);
    gr.update();
}

If my answer solved your issue, please mark my answer as ✅ Correct & 👍Helpful based on the Impact.

Regards
Ankur