RITM state not getting updated to close/cancelled on rejection of request.

[Ankita Gupte]

RITM state not getting updated to close/cancelled on rejection of request. Also the REQ is in active state whereas RITM is inactive.

Please advice how do I correct this. Also this behavior is only for one catalog item whereas working fine for others. 

[Musab Rasheed]

Hello,

You have to explicitly add 'Set Value' activity and add stage as 'Completed' in Stage Reference field and state to 'Closed Incomplete',

[Ankita Gupte]

I tried this as well but even after doing this its only updates RITM record the Request still remain in open state.

This is OOB feature since we are setting value from RITM workflow it doesn't update REQ state. This is KB article on it https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0696058

So is there any way that we can close both ritm and req with state as close incomplete on rejection of approval.

[Musab Rasheed]

Works perfectly fine for me, see

This is what I have added in Set Activity, check after few minutes at least, there is OOB BR which will close REQ so no need to add anything extra.

[Ankita Gupte]

Stage needs to be request cancelled.