New State on Catalog Task Breaks Closing Task Workflow

[sthrom]

Hi,

I created a new state for the Service Catalog task called Tech Services. When the task is in this state, if the user wants to close it, it does not kick off the workflow to close the request and the RITM. The task will close, but the REQ and RITM will stay open. It is the only task tied to the REQ. If the state is changed to Work in Progress, then Closed Complete, it will work as expected. I am still fairly new to administering ServiceNow and have spent half the day researching with no luck. Any help would be greatly appreciated.

[Ankur Bawiskar]

@sthrom 

since you added a new state it won't happen OOB.

you will have to use custom logic for this.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Swapna Abburi]

Hi @sthrom 

May be you have a custom business rule on sc_task table which is executed only when state changed to Closed Complete from WIP and updates RITM state to closed. With the addition of new custom state, the business rule may not be triggering when task moved to closed state from custom state.

Also, check if "active" flag on task record is being set to false when state moved to closed from custom state.