Issue with updating RITM records is triggering a large number of emails

[vivek11]

var ritmGR = new GlideRecord('sysapproval_approver');

ritmGR.addEncodedQuery('state=requested^sysapproval.state=4'); // Target approvals for specific RITMs

ritmGR.query();

while (ritmGR.next()) {

    // Set approver state to rejected

    ritmGR.state = 'rejected';

    ritmGR.update();

    // Now update the corresponding RITM(s)

    var reqItemGR = new GlideRecord('sc_req_item');

    reqItemGR.addQuery('sys_id', ritmGR.sysapproval); // Match by sysapproval (RITM ID)

    reqItemGR.query();

    while (reqItemGR.next()) {

reqItemGR.setWorkflow(false);

        reqItemGR.autoSysFields(false);

        reqItemGR.setValue('state',4);

reqItemGR.setValue('stage','Closed Incomplete');

        reqItemGR.setValue('approval','rejected');

reqItemGR.setValue('active',false);

        reqItemGR.work_notes = 'Update by Fix Script';

        reqItemGR.update();

    }

}

Above script is directly updating the approval and RITM states in ServiceNow, which is triggering notification rules and business logic — especially since you're changing the approval state and setting RITMs to closed/incomplete. That explains the mail blast i an experiencing. Could you please me?

[Ankur Bawiskar]

@vivek11 

updated as this

-> added setWorkflow(false) for approval records as well

var ritmGR = new GlideRecord('sysapproval_approver');
ritmGR.addEncodedQuery('state=requested^sysapproval.state=4');
ritmGR.query();

while (ritmGR.next()) {
    // Update approval with workflows disabled
    ritmGR.setWorkflow(false); // Disables notifications/business rules
    ritmGR.autoSysFields(false);
    ritmGR.state = 'rejected';
    ritmGR.update(); // No notifications triggered here

    // Update RITM
    var reqItemGR = new GlideRecord('sc_req_item');
    reqItemGR.addQuery('sys_id', ritmGR.sysapproval);
    reqItemGR.query();

    while (reqItemGR.next()) {
        reqItemGR.setWorkflow(false); // Critical: Disables engines
        reqItemGR.autoSysFields(false);
        reqItemGR.state = 4; // Closed Incomplete
        reqItemGR.stage = 'Closed Incomplete';
        reqItemGR.approval = 'rejected';
        reqItemGR.active = false;
        reqItemGR.work_notes = 'Update by Fix Script';
        reqItemGR.update(); // No notifications triggered here
    }
}

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

[Ankur Bawiskar]

@vivek11 

Hope you are doing good.

Did my reply answer your question?

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

[Vasantharajan N]

@vivek11 

Use setWorkflow(false) while updating the Approval records same as RITM records which helps you prevent the system running other BR's and Notification engines.

Below line requires the change

 // Set approver state to rejected

ritmGR.state = 'rejected';

ritmGR.setWorkflow(false); //Disable triggering other BR & Notification running 

ritmGR.update();