When cancelling a request, what causes Tasks to close?

[scottatah]

Hi Everyone,

When using the OOB Cancel UI Action on the sc_request, it cancels the Request, closes sc_req_items, closes, tasks, and cancels workflows.   My question is, what code is specifically closing the sc_tasks?  

I've been poking around for a bit, but I'm struggling to narrow it down.

Thanks,Scott

[manikorada]

Scott,

You can enable debug business rules to see which are running which are closing these.

There is a business rule on sc_request which is 'request closure' which cancels are RITM's associated to it.

Also, when RITM is cancelled there is a business rule on sc_req_item which is 'Close Tasks Due to Cancellations' which cancels the Tasks

[scottatah]

Excuse me for being a little new to this, but I've always struggled with this troubleshooting.   I never even thought to check the sc_req_item, but did and found the BR you mentioned.   I also discovered we already had a personalized version created to update the state from 4 to 7.   Then I realized the task in question is a child to the sc_request, not the sc_req_item, so this BR wouldn't apply.   Through a bit of trial and error, I've discovered the two BR's required for the Cancel UI action to modify the state of the task are:

• Mark Request Closed on the sc_request table
• Cancel Workflows Upon Cancellation on the task table

I've disabled all other BR's on the sc_request, sc_req_item, sc_task, and task (except for the one that Can request be sourced, which I believe initiates the workflow that creates this task).

I'm confused about how these two BR's together cause the state of a task to change to 4 when the Cancel UI on the sc_request is used.

Mark Request Closed:

The last If statement seems to be the area affecting things.

if (current.request_state == "closed_complete" ||
   current.request_state == "closed_incomplete" ||
   current.request_state == 'closed_cancelled' ||
   current.request_state == 'closed_rejected' ||
   current.stage == "closed_complete" ||
   current.stage == "closed_incomplete") {

   current.active = false;

   if (current.closed_by.nil())
   current.closed_by = gs.getUserID();

   if (current.closed_at.nil())   {
   current.closed_at = gs.nowDateTime();
   current.business_duration = gs.calDateDiff(current.opened_at.getDisplayValue(),current.closed_at.getDisplayValue(),false);
   current.calendar_stc = gs.dateDiff(current.opened_at.getDisplayValue(),current.closed_at.getDisplayValue(),true);
   }

   if(current.state == 1) {
   var state = current.request_state.indexOf('closed') == 0 ? current.request_state : current.stage;
   switch(state + '') {
   case 'closed_complete':
   current.state = 3;
   break;
   default:
   current.state = 4;
   break;
   }
   }



}

Cancel Workflows Upon Cancellation:

/**
Service-now.com


Description: If task state changes to closed incomplete (4), cancel related workflows so we don't keep tasks active
 **/


cancelMyWorkflows();


function cancelMyWorkflows() {
     //get workflow helper
     var workflow = new Workflow();
     //cancel all my workflows
     var numCnxd = workflow.cancel(current);
     if (numCnxd > 1)
           gs.addInfoMessage(numCnxd + " " + gs.getMessage("Workflows for {0} have been cancelled", current.getDisplayValue()));
     else if (numCnxd == 1)
           gs.addInfoMessage("1 " + gs.getMessage("Workflow for {0} has been cancelled", current.getDisplayValue()));
}

[snehagadawe]

Hello Mani,

We have one requirement, when request is cancelled then its associated RITM and Task's state should also be set to Cancelled. But the thing is I am not able to find any code in Geneva instance which is changing the state of RITM.

Through cancel button I can change the state of Request. And for task's state change "Close Tasks Due to Cancellations" B rule can be updated as required. But for request it automatically moves to "Closed Incomplete" but don't know how. I got some B rule which must be the cause but still did not find function.

request item closure --> Business rule have below code

-------------------------------------------------------------------------------------------------------------------------------

// we just closed this requested item. Have to cancel its approvals

var reqItem = new SNC.RequestItem(current);

if (reqItem)

reqItem.cancelRelatedRecords();     --> I am not sure where this function comes from

-------------------------------------------------------------------------------------------------------------------------------

Please reply if you find any solution.

Sneha Gadawe

[eduard_wm1]

Hi Scott,

Did you finally understand what exactly caused changing tasks to "Closed Incomplete"?

Currently if i cancel RITM workflow --> child tasks become "Closed Incomplete".

And i don't understand why it's happened.

I've tried to disable

• Mark Request Closed on the sc_request table
• Cancel Workflows Upon Cancellation on the task table

but tasks still become "Closed Incomplete".

IF you found out root cause   -> please share details.