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

Since your workflow is on sc_request table, you can do this in your same workflow which creates SCTASK.

Regards,

Sachin

mkader · ‎09-30-2020

@sachin.namjoshi - I have never created a scratchpad workflow variable before. Would I do a "Set Value"?

If so, how do I set the value to the sctask that is created?

mkader · ‎09-30-2020

When I created the scratchpad variable and captured the SYS_ID, it returned the SYS_ID of the REQ and not the SCTASK. This could be useful because then I can do as you mentioned above and query the REQ and RITM and close them out. How would I query the REQ and RITM and close them when the SCTASK (on REQ) is closed?

As you can see in the image, when on the SCTASK, the related ticket is not a RITM. It is a REQ.

Ankur Bawiskar · ‎09-30-2020

@mkader

Assumption: request field on sc_task is populated

After update BR on sc_task

Condition: current.request != ''

Script:

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

Regards
Ankur

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

mkader · ‎09-30-2020

@Ankur Bawiskar - How can I do this in a workflow editor? Is it possible to do it within the same workflow where the SCTASK is created? How would I close the SCTASK and RITM as well that gets created? There is a duplicated process happening that we are also trying to close out.