ITSM Request Not closing when the attached RITM is closed

Trisha66 · 3 weeks ago

Me Being Mustaq · 3 weeks ago

Hi @Trisha66 ,

When an ITSM Request (Request [sc_request]) does not close automatically when the attached Requested Item (RITM [sc_req_item]) is closed, it usually means the process or automation designed to close the parent request based on the child RITM states is either missing or misconfigured.

Common Causes and Solutions:

1. Check Flow Designer / Workflow for Request Closure

Verify if there is a Flow Designer flow or classic Workflow on the Request table that automatically monitors the RITM states.
The flow or workflow should have a condition to check if all associated RITMs are closed (state = Closed or a similar closed state).
When this condition is met, the flow should update the parent Request state to Closed.
If missing, create or fix this automation.

2. Use the Out-of-the-Box OOTB Flow: "Close Request When All RITMs are Closed"

By default, ServiceNow provides flows or workflows to close requests automatically when all related RITMs are closed.
Confirm if this flow is active and correctly tied to your Request table (sc_request).
Sometimes this flow gets disabled or overwritten by custom flows or business rules.

3. Check Parent-Child Relationship Field

The RITM record should have a reference to the Request (usually request field).
The Request must correctly aggregate the status of all its child RITMs for closure logic to trigger.

4. Business Rules or Script Includes

Some implementations use business rules on RITM or Requests that listen for updates on RITM state.
Check if any custom business rule is interfering or missing to update the parent request state.

5. Review State Values and Conditions

Make sure the RITM’s "Closed" state value matches the condition used by the closure automation.
Sometimes custom states or state values mean logic does not trigger as expected.

Troubleshooting Steps

Review active Flows or Workflows related to sc_request and sc_req_item tables.
Check business rules on sc_req_item that update sc_request.
Confirm that all RITMs of a request are in the correct closed state.
Test manually updating the Request state to Closed once RITMs are closed as a temporary solution.

Best Practice

If not already implemented, use or create a Flow Designer flow triggered on update of RITMs that checks if all RITMs under the same Request are closed. Then update the parent Request's state to Closed automatically.

If it is helpful, please hit the thumbs button please mark the answer as correct based on the impact!!

Kind Regards,

Shaik Mohammed Mustaq

View solution in original post

GlideFather · 3 weeks ago

Hi @Trisha66,

you provided no description and the title is not enough to give you meaningful response.

The efforts in this Community shall be both ways, please provide more context - does it happen always or just once, does the REQ has any other RITM (that might still be open), ....

what you said is like going to a car shop and saying "i want to fix my car", but we never saw your car, we don't know what you want to fix, we don't know what's the overall condition of the car, whether it is a small one or SUV....

The better answer the better response, with the currently provided details, no reply will be helpful. 😕

EDIT: and is it related to virtual agent or not, if so then how?

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */

Trisha66 · 3 weeks ago

My bad. I am a new user. Sorry if I offended you with not being complete. I could not figure out how to add outside of the title. I will get there. Have a great day.

Me Being Mustaq · 3 weeks ago

Hi @Trisha66 ,

When an ITSM Request (Request [sc_request]) does not close automatically when the attached Requested Item (RITM [sc_req_item]) is closed, it usually means the process or automation designed to close the parent request based on the child RITM states is either missing or misconfigured.

Common Causes and Solutions:

1. Check Flow Designer / Workflow for Request Closure

Verify if there is a Flow Designer flow or classic Workflow on the Request table that automatically monitors the RITM states.
The flow or workflow should have a condition to check if all associated RITMs are closed (state = Closed or a similar closed state).
When this condition is met, the flow should update the parent Request state to Closed.
If missing, create or fix this automation.

2. Use the Out-of-the-Box OOTB Flow: "Close Request When All RITMs are Closed"

By default, ServiceNow provides flows or workflows to close requests automatically when all related RITMs are closed.
Confirm if this flow is active and correctly tied to your Request table (sc_request).
Sometimes this flow gets disabled or overwritten by custom flows or business rules.

3. Check Parent-Child Relationship Field

The RITM record should have a reference to the Request (usually request field).
The Request must correctly aggregate the status of all its child RITMs for closure logic to trigger.

4. Business Rules or Script Includes

Some implementations use business rules on RITM or Requests that listen for updates on RITM state.
Check if any custom business rule is interfering or missing to update the parent request state.

5. Review State Values and Conditions

Make sure the RITM’s "Closed" state value matches the condition used by the closure automation.
Sometimes custom states or state values mean logic does not trigger as expected.

Troubleshooting Steps

Review active Flows or Workflows related to sc_request and sc_req_item tables.
Check business rules on sc_req_item that update sc_request.
Confirm that all RITMs of a request are in the correct closed state.
Test manually updating the Request state to Closed once RITMs are closed as a temporary solution.

Best Practice

If not already implemented, use or create a Flow Designer flow triggered on update of RITMs that checks if all RITMs under the same Request are closed. Then update the parent Request's state to Closed automatically.

If it is helpful, please hit the thumbs button please mark the answer as correct based on the impact!!

Kind Regards,

Shaik Mohammed Mustaq

Trisha66 · 3 weeks ago

Hi Shaik, Thank you for your response. I will check all of these. I owe an apology as well. This is my first time posting and I could not figure out how to add to my title. When I hit enter it just posted the title. I have a service catalog that was built by an implementation team. When our team members submit a request for service, it generates the RITM and tasks as expected but when the tasks are marked complete it is not closing the RITM or the REQ. I am still learning ServiceNow. I did look at the business rules and workflow, just needed some help in case I was missing something. Thank you again for response, I will move through your suggestions.

ITSM Request Not closing when the attached RITM is closed

Hi @Trisha66 ,

When an ITSM Request (Request [sc_request]) does not close automatically when the attached Requested Item (RITM [sc_req_item]) is closed, it usually means the process or automation designed to close the parent request based on the child RITM states is either missing or misconfigured.

Common Causes and Solutions:

1. Check Flow Designer / Workflow for Request Closure

Verify if there is a Flow Designer flow or classic Workflow on the Request table that automatically monitors the RITM states.

The flow or workflow should have a condition to check if all associated RITMs are closed (state = Closed or a similar closed state).

When this condition is met, the flow should update the parent Request state to Closed.

If missing, create or fix this automation.

2. Use the Out-of-the-Box OOTB Flow: "Close Request When All RITMs are Closed"

By default, ServiceNow provides flows or workflows to close requests automatically when all related RITMs are closed.

Confirm if this flow is active and correctly tied to your Request table (sc_request).

Sometimes this flow gets disabled or overwritten by custom flows or business rules.

3. Check Parent-Child Relationship Field

The RITM record should have a reference to the Request (usually request field).

The Request must correctly aggregate the status of all its child RITMs for closure logic to trigger.

4. Business Rules or Script Includes

Some implementations use business rules on RITM or Requests that listen for updates on RITM state.

Check if any custom business rule is interfering or missing to update the parent request state.

5. Review State Values and Conditions

Make sure the RITM’s "Closed" state value matches the condition used by the closure automation.

Sometimes custom states or state values mean logic does not trigger as expected.

Troubleshooting Steps

Review active Flows or Workflows related to sc_request and sc_req_item tables.

Check business rules on sc_req_item that update sc_request.

Confirm that all RITMs of a request are in the correct closed state.

Test manually updating the Request state to Closed once RITMs are closed as a temporary solution.

Best Practice

If not already implemented, use or create a Flow Designer flow triggered on update of RITMs that checks if all RITMs under the same Request are closed. Then update the parent Request's state to Closed automatically.

Hi @Trisha66 ,

When an ITSM Request (Request [sc_request]) does not close automatically when the attached Requested Item (RITM [sc_req_item]) is closed, it usually means the process or automation designed to close the parent request based on the child RITM states is either missing or misconfigured.

Common Causes and Solutions:

1. Check Flow Designer / Workflow for Request Closure

Verify if there is a Flow Designer flow or classic Workflow on the Request table that automatically monitors the RITM states.

The flow or workflow should have a condition to check if all associated RITMs are closed (state = Closed or a similar closed state).

When this condition is met, the flow should update the parent Request state to Closed.

If missing, create or fix this automation.

2. Use the Out-of-the-Box OOTB Flow: "Close Request When All RITMs are Closed"

By default, ServiceNow provides flows or workflows to close requests automatically when all related RITMs are closed.

Confirm if this flow is active and correctly tied to your Request table (sc_request).

Sometimes this flow gets disabled or overwritten by custom flows or business rules.

3. Check Parent-Child Relationship Field

The RITM record should have a reference to the Request (usually request field).

The Request must correctly aggregate the status of all its child RITMs for closure logic to trigger.

4. Business Rules or Script Includes

Some implementations use business rules on RITM or Requests that listen for updates on RITM state.

Check if any custom business rule is interfering or missing to update the parent request state.

5. Review State Values and Conditions

Make sure the RITM’s "Closed" state value matches the condition used by the closure automation.

Sometimes custom states or state values mean logic does not trigger as expected.

Troubleshooting Steps

Review active Flows or Workflows related to sc_request and sc_req_item tables.

Check business rules on sc_req_item that update sc_request.

Confirm that all RITMs of a request are in the correct closed state.

Test manually updating the Request state to Closed once RITMs are closed as a temporary solution.

Best Practice

If not already implemented, use or create a Flow Designer flow triggered on update of RITMs that checks if all RITMs under the same Request are closed. Then update the parent Request's state to Closed automatically.