Show error message on RITM without close compaleting SC TASKS

[ShaziyaS4380655]

HI community,

@Ankur Bawiskar

I want to show error message on RITM when user tries to close RITM if SC tasks are not closed complete, i am not allowed to use BR. is there any way to accomplish this requirement.

[Me Being Mustaq · Accepted solution]

Assalamualaikum @ShaziyaS4380655 ,

yes, you can do it by using  Use a UI Policy + Client Script   or Flow Designer with Error Logging

You may find below thread helpful:

• https://www.servicenow.com/community/itsm-forum/how-to-close-ritm-when-all-sctask-close-and-get-erro...
• https://www.servicenow.com/community/developer-blog/restrict-ritm-closure-when-sctask-is-open-using-...
• https://www.servicenow.com/community/itsm-forum/prevent-closure-of-ritm-is-catalog-task-is-open-and-...

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

Kind Regards,

Shaik Mohammed Mustaq

[Ankur Bawiskar · Accepted solution]

@ShaziyaS4380655 

how are they closing RITM?

Are they changing the State field and then saving?

If yes then Make State field as Readonly using onLoad client script + Display business rule if RITM has any 1 Catalog Task as Open

Something like this, please enhance

Display BR on RITM Table:

(function executeRule(current, previous /*null when async*/ ) {
	
    // Query catalog tasks related to this RITM with state not closed
    var taskGR = new GlideRecord('sc_task');
    taskGR.addQuery('request_item', current.sys_id);
    taskGR.addActiveQuery();
    taskGR.setLimit(1); // We only need to check if any open task exists
    taskGR.query();

    g_scratchpad.hasOpenTask = taskGR.hasNext();

})(current, previous);

onLoad Client Script on RITM

function onLoad() {
    // Check if server-side determined flag exists
    if (g_scratchpad.hasOpenTask && !g_form.isNewRecord()) {
        // Make the State field readonly
        g_form.setReadOnly('state', true);

        // OR you can also remove the choice value of Close Complete using g_form.removeOption('state',3);

    }
}

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Me Being Mustaq · Accepted solution]

Assalamualaikum @ShaziyaS4380655 ,

yes, you can do it by using  Use a UI Policy + Client Script   or Flow Designer with Error Logging

You may find below thread helpful:

• https://www.servicenow.com/community/itsm-forum/how-to-close-ritm-when-all-sctask-close-and-get-erro...
• https://www.servicenow.com/community/developer-blog/restrict-ritm-closure-when-sctask-is-open-using-...
• https://www.servicenow.com/community/itsm-forum/prevent-closure-of-ritm-is-catalog-task-is-open-and-...

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

Kind Regards,

Shaik Mohammed Mustaq

[ShaziyaS4380655]

@Me Being Mustaq 
Walaikumassalam
SInce  it is OOTB iam not allowed to write BR's,Client script, UI polciy

[Me Being Mustaq]

Hi @ShaziyaS4380655 ,

Flow Designer can be used for customization, even in OOTB setups if permitted. You can trigger a flow when the RITM state changes, add a decision step to check if any related records are not "Closed Complete," and if there are open tasks, set a field on the RITM. Optionally, you can log an error or send a notification.

After that, use form layout or read-only conditions (if allowed) to prevent closure based on the value of that field.

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

Kind Regards,

Shaik Mohammed Mustaq

[ShaziyaS4380655]

inorder to add the trigger as when RITM state changes to closed complete , i dont see the sc_req_item into the table field