Some Requests are not closing after RITM closes, and I haven't found a pattern for this behavior.

Lucas Rodrigues
Tera Contributor

‎03-12-2025 02:31 PM

LucasRodrigues_0-1741814829089.png

As you can see in the image above, there are so many closed ritms that the stage column is not completed. And it occurs with many catalog items. Where should I search to found the problem? I do not know if there is a Business Rule that close the Request or something like that.

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J Siva
Tera Sage

‎03-12-2025 07:35 PM - edited ‎03-12-2025 07:37 PM

Hi @Lucas Rodrigues 

Mostly RITM stages are configured within the workflow or flow designer.
If you are using flow designer, you need to validate the below cases,

Go to the corresponding flow linked to that RITM (Catalog item) and look for stage configuration. There are 2 ways to configure,

  • Adding flow stage in between actions

    JSiva_1-1741833054483.png

     

  • Updating the stage field in using "Update record" action

    JSiva_0-1741833003615.png

     

If you are using workflow, then validate the below

JSiva_2-1741833280124.png

JSiva_3-1741833320409.png

 

Hope this helps.
Regards,
Siva

 

 

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