RITM is getting closed even if the mandatory fields are not filled.

[Hari1]

Hi,

RITM is getting closed even if the mandatory fields are not filled this is happening with the workflow. But when i manually try to close the RITM i am getting the mandatory field to be filled alert.

REF::

[Rakesh Mamidi]

Hi,

You need to modify the workflow to check if the fields are filled in or not.

If it is the RITM fields, then data policy might help you. I see the mandatory fields here is the variables from the catalog items.

[Hari1]

Hi,

Yes the field is from the variables. Can you help me out with the changes/script?

[Ankur Bawiskar]

Hi Hemanth,

I don't think workflow would respect the mandatory variables or fields since it runs on server side.

How is the RITM getting closed?

Also that variable you have shown is that not populated during catalog item submission?

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Hari1]

Hi Ankur,

The variable is a reference field to the change request table the variable change request field can be filled at any time after the catalog is submitted. The RITM is getting closed by the workflow. The below script does that once all the SCTASK are closed.

var cancelCount = 0;
var noncancelCount = 0;
var gr = new GlideRecord('sc_task');
gr.addQuery('parent',current.sys_id);
gr.query();
while(gr.next()){
	if(gr.state == '11'){
		cancelCount = cancelCount+1;
	}else{
		noncancelCount = noncancelCount + 1;
	}
}

if(noncancelCount > 0){
	current.state = '3';
	var gr =new GlideRecord('sc_request');
	gr.addQuery('sys_id',current.request);
	gr.query();
	if(gr.next()){
		gr.request_state = 'closed_complete';
		gr.update();
	}
}else{
	current.state = '14';
	var gr =new GlideRecord('sc_request');
	gr.addQuery('sys_id',current.request);
	gr.query();
	if(gr.next()){
		gr.request_state = 'closed_cancelled';
		gr.update();
	}
}