Difference between Closed Complete, Closed Incomplete, and Closed Skipped states in Request module

[SB87]

Hi,

Can anyone provide some context in how the Closed Complete, Closed Incomplete, and Closed Skipped states are used for Request Item and Catalog Task?

For example, I have tried putting together the following diagram for Request Item:

But I am not confident in the Closed Incomplete and Closed Skipped descriptions.

Does anyone know "how" these states are set i.e. what rules or conditions are used to place them into these states?

Many thanks.

[Dr Atul G- LNG]

Lets take example , you invited me for dinner and 

if i will be there full time and enjoy starters, meal and desert then it is Closed Complete,

If I will be there but due tosome issue need to come back , and did not complete dinner then it is Closed Incomplete,

But if i skip starters but take rest al stuff is and Closed Skipped only for starter.

You can check more on Now create under Request Management process guide / Workshop ppt. 

[Dr Atul G- LNG]

Hi @SB87 

https://youtu.be/m5cIQeGwCWU

[Pratiksha2 · Accepted solution]

Hello @SB87 ,

In ServiceNow's Request module, the states "Closed Complete," "Closed Incomplete," and "Closed Skipped" are typically used to denote the resolution status of a request. Here's a brief explanation of each:

1. Closed Complete:

   • Meaning: The request has been fully completed, and all required tasks or activities associated with the request have been successfully finished.
   • Usage: This state is typically applied when all necessary actions have been taken to fulfill the request, and the request is considered closed with successful resolution.

2. Closed Incomplete:

   • Meaning: The request has been closed, but not all required tasks or activities were completed successfully. Some aspects of the request remain incomplete or unresolved.
   • Usage: This state is used when the request cannot be fully completed due to various reasons, such as unmet requirements, unresolved issues, or obstacles preventing complete fulfillment.

3. Closed Skipped:

   • Meaning: The request has been closed without all planned activities being completed, but the incompletions were intentional or by design. Certain steps or tasks may have been intentionally skipped or not pursued.
   • Usage: This state is often used when there are planned or acceptable reasons for not completing all tasks associated with the request. It indicates that certain steps were intentionally omitted or skipped without affecting the overall closure of the request.
     

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

     Thanks,

     Pratiksha

[riyanagrale21]

Hi,
For Request Items and Catalog Tasks:

• Closed Complete – The work is fully done and all tasks are completed successfully.

• Closed Incomplete – The work could not be finished due to missing info, customer not responding, or the request becoming irrelevant before completion.

• Closed Skipped – A task or step was not required (e.g., workflow condition skipped it, or it became unnecessary).

How they are set:
These states are usually set by workflow transitions, business rules, or task closures. The workflow logic determines whether a step completes, fails, or is skipped. Catalog Tasks closure can also drive the RITM state automatically.