What is the proper state to use on a SCTASK/RITM/REQ when the request is canceled?
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-16-2025 04:10 PM
Let's say the customer no longer wants the request performed or it is determined the request was already handled separately, or the request is improper, and the IT service owner team will not do it. What state should be set on the SCTASK/RITM/REQ for these scenarios?
2 REPLIES 2
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-18-2025 08:48 AM
Hi @Vingilot
Req: Closed cancelled
RITM: Closed Incomplete
SCTASK: Closed Incomplete
*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
‎05-18-2025 10:20 AM
Hi @Vingilot
In these we will update these states :
SCTASK: Closed Incomplete
RITM: Closed Incomplete
REQ: Closed Cancelled