Issue with Catalog Item Request Remaining Active Despite Closed State

[Puneet Hegde1]

Hello Everyone,

I recently built a catalog item that does not require any human interaction. However, I am facing an issue where the request still shows as "Active" even though its state is set to "Closed."

After running the script tracer, I found that one of my Business Rules (BR), which should set the "Active" field to false, is not running. Additionally, another Business Rule on the task table, responsible for setting the status to "Closed," is also not executing.

Has anyone encountered a similar issue before, or does anyone have any suggestions on how to resolve this? Any guidance would be greatly appreciated!

Thank you!

[Uncle Rob]

Under no circumstances should you be adding customizations that deal with sc_req_item states / active via script.
It will almost always cause unexpected consequences down the road.
Why aren't you managing state (and thus active) via the Flow/Workflow?

[Uncle Rob]

Reasons why a BR might not run:
- Some transaction you're expecting to trigger the BR has a setWorkflow(false) statement.
- Some BR of a higher order cancels the transaction.

[Puneet Hegde1]

I have checked the BR and did not find any set workflow. it is a bit weird as the same code is working in PDI. is it something I needed to create a case with servicenow? 

[Ankur Bawiskar]

@Puneet Hegde1 

are you sure your automation is causing the BR to trigger?