Issue closing an order guide that have RITMs using both Workflow Editor and Flow Designer

[SeanM1]

I currently have an order guide that have RITMs using both Workflow Editor and Flow Designer and I'm struggling to find a way to close it off when all RITMS are 'closed complete'

I have been reading KB0696058 which states the following:

Issue

The request is not closing when all RITM & SCTASK tickets under it are closed

Cause

The state and active field of the RITM is set in the workflow's "Set values" activity. If we manually set the state of the RITM field to "closed complete" then it would not set the corresponding "Request" to active false.

Resolution

The state and active field of the RITM is set in the workflow's "Set values" activity. If we manually set the state of the RITM field to "closed complete" then it would not set the corresponding "Request" to active false.

Instead, at the end of the workflow (at the End workflow activity), if we set the "stage" to "Completed" then we have OOB business rules, which would turn the RITM stage to "completed" and state to "close complete" and the active field to "false". Also if all RITM's associated to a Request is closed, then it would update the "Request" record's state to "closed complete" and will turn it to active "false". We would not have to set the active and state field of the RITM's using a set values activity. The OOB business rule would update those fields if we set the stage to "Completed" at the end of the workflow. 

This solution works well if all RITMs are using workflow editor but it does close off if a RITM is using Flow designer.

The reason there is a combination of RITMs using both  Workflow Editor and Flow Designer is because there is a large number of RITMs offered as part of the order guide and not all have been converted to Flow designer.

Below is the business rule that should be closing the parent.

The issue I'm having with Order guides using flow designer is how do I get the parent record to close if I'm not setting the sc_req.state value in the RITM flow

[James Chun]

Hi @SeanM1,

Have you tried submitting a Catalog Item that is running a Flow without using the Order Guide?

Just want to narrow down if the issue happens only with the Order Guide or not.

If the issue can be seen without using the Order Guide, can you verify if your Flow is setting the 'state' to Completed?

e.g.

Cheers

[SeanM1 · Accepted solution]

Hi James,

Thankyou for reaching out, I ended up reaching out to NOWSupport, it turns out I was using a custom flow stage value that the business rule (that auto closes the parent) didn't recognise.

I was using the stage value 'Closed Complete' (closed_complete)

The business rule was looking for 'Completed' (complete) *please note the value needs to be complete not completed