Updating stage in flow designer is causing a separate update of a requested item

kc1959
Tera Contributor

‎08-21-2023 05:36 AM - edited ‎08-21-2023 05:40 AM

Hello,

we have a flow where we set a 'stage' value (Completed) using the flow stages - this is as recommended by ServiceNow instead of setting the stage in an 'Update Record' action.

Immediately after the above stage change we have an 'Update Record' action where we set the 'state' to 'Closed Complete'.

Unfortunately this is triggering a double update to the Requested Item which is sending out duplicate closure emails due to a Business Rule that is triggering 2 separate events because the 'state' is (apparently) being updated twice at exactly the same time.

This is despite the 'Update Number' in the history having the same value as you can see in the screenshot below.

 

Has anyone encountered this issue before?

 

kc1959_0-1692621126252.png

 

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4 REPLIES 4

SANDEEP28
Mega Sage

‎08-21-2023 06:03 AM

@kc1959 Can you share you flow designer screenshot  here

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kc1959
Tera Contributor
In response to SANDEEP28

‎08-21-2023 06:23 AM

Thanks for the reply. 

Here is the part of the flow setting the stage and then the state fields...

kc1959_0-1692624211074.png

 

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SwarnadeepNandy
Mega Sage

‎08-21-2023 06:16 AM

Hello @kc1959,

Stage is a field in RITM, table which contains the actual stages of the flow. So, update of stage in a RITM would automatically trigger update.

 

Kind Regards,

Swarnadeep Nandy

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kc1959
Tera Contributor
In response to SwarnadeepNandy

‎08-21-2023 06:28 AM

Thanks also for the reply.

I was a little confused because both of the updates in the first screenshot have the same update number which doesn't make sense to me.

It could be that there is another Business Rule that is setting the state to 'Closed Complete' when the stage is set to 'Completed' - I'll take another look.

 

Thanks.

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