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

SB87 · ‎01-30-2024

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.

Pratiksha2 · ‎01-30-2024

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:

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.
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.
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

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GrV371094063117 · ‎04-30-2024

Hello,

Trying to put that in perspective with a concrete example.

And I am not saying I have the right answer, just that it is my understanding.

Request : I want to implement a firewall opening (I decline all responsibilities in regards to the debate if firewall rule is a change or a request 😉 )

> closed complete : firewall rule created and traffic flow authorized

> closed incomplete : firewall rule not implemented and traffic flow rejected as it is not compliant with corporate policies

> closed skipped : firewall rule not implemented because the IP address is included in a range group in the firewall. Therefore it is not required to be implemented in a new firewall rule. (we can skip this task)