How to close RITM and REQ from an SCTASK

mkader · ‎09-30-2020

Hello,

We have a catalog item that generates a REQ a little differently than the OOB way. When a REQ is created, it goes through an approval process first. Once the REQ is approved, an SCTASK and RITM gets created under the REQ. The SCTASK is not created under the RITM. My question is, when the SCTASK that is created under the REQ is closed, how can I also close the RITM and REQ or to make things more simple, how can I close all tickets once the SCTASK is closed?

Thanks!

*** EDITED ***

Here is an example of what I am talking about

As you can see when a REQ is created and approved, a RITM and SCTASK is also created. Within the RITM there is an additional SCTASK created. There is redundancy happening here. The users are working within the SCTASK being created on the REQ and not the RITM. If the SCTASK within the RITM is closed, it works as expected by closing the RITM and the REQ but not when the SCTASK in the REQ is closed.

Ankur Bawiskar · ‎10-01-2020

@mkader

to close the RITM and other SC TASK for this REQ use this

Update the existing BR code with this

// get RITM for this REQ and close it

var ritm = new GlideRecord('sc_req_item');

ritm.addQuery('request', current.request);

ritm.query();

if(ritm.next()){

ritm.state = 3;

ritm.update();

// close SC Task for this RITM

var taskRec = new GlideRecord('sc_task');

taskRec.addQuery('request_item', ritm.sys_id);

taskRec.addEncodeddQuery('stateIN-5,1,2');

taskRec.query();

while(taskRec.next()){

taskRec.state = 3;

taskRec.update();

}

// close the REQ

var req = current.request.getRefRecord();
req.state = 3;
req.update();

Regards
Ankur

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

sachin_namjoshi · ‎09-30-2020

You can configure flow on your sc_task table to close respective REQ and RITM after sc_task is closed.

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/flow-designer/reference/update-record-flow-designer.html

Regards,

Sachin

mkader · ‎09-30-2020

@sachin.namjoshi - How can I do this without the Flow Designer and within the workflow editor?

sachin_namjoshi · ‎09-30-2020

You can handle this in workflow run script like below

- Add workflow scratchpad variable to store sys_id of task which was created in catalog task workflow activity

- Add run script after SCTASK creation workflow activity and use sys_id of catalog task to query sc_req_item and sc_request record to close them.

Regards,

Sachin

mkader · ‎09-30-2020

Would I do this in the same workflow that creates the SCTASK?