Need to check state of catalog task before closing RITM

[Heather White]

Hi Community,

     I have a workflow that sets the state of the RITM to closed once the related sc_task is closed.  I have added a notification that is sent between the creation of the task and the closing of the RITM. How would I check the state on the task and trigger the closure based on that state?

Here is my workflow:

The "Active" field is not checking on sc_task, so I assume I will need a script for this.

Thanks,

Heather

[Sam Ogden]

Hi Heather,

The issue with having a wait condition in the workflow is that it is only checked when an update happens on the RITM record.  As the wait is based on the sc_task and marking this as false does not cause an update to the RITM the workflow will just get stuck at that wait condition. This article might be useful to create a business rule that runs when sc_task active changes to false which makes an update to the RITM.

Hope this helps

Thanks

Sam

[Heather White]

Thank you Sam,

    Do I still need the wait for condition?   How do I configure it so the business rule checks it before closing the RITM?

Heather

[Sam Ogden]

Apologies Heather, 

I was getting confused, I can see that you just have a single task created by the workflow.  Can I check what you have set in your 'Wait for Active to be False' activity?

I'm assuming that on the catalog task activity the checkbox 'wait for completion' is not checked.  Is your workflow then getting to the wait condition but then not progressing any further?

Thanks

Sam

[Heather White]

Thanks Sam,

     The "wait for active to be false" is set to false (Active is False).  The problem with this is it is checking the the RITM.  

I did uncheck the "wait for completion" box so I could trigger the notification before the task is closed. 

What happens is the RITM and REQ are closed because I am setting that in the worklow.  These records need to close after the task closes, so that is why I am trying to check the status of the task before setting the RITM to closed.

Thanks,

Heather