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Symptoms


Request is not closing when all RITM & SCTASK tickets under it are closed

Release


Kingston

Cause


The state and active field of the RITM is set in the workflow's "Set values" activity. If we manually set the state of the RITM field to "closed complete" then it would not set the corresponding "Request" to active false. 

Resolution


The state and active field of the RITM is set in the workflow's "Set values" activity. If we manually set the state of the RITM field to "closed complete" then it would not set the corresponding "Request" to active false.

Instead, at the end of the workflow (at the End workflow activity), if we set the "stage" to "Completed" then we have OOB business rules, which would turn the RITM stage to "completed" and state to "close complete" and the active field to "false". Also if all RITM's associated to a Request is closed, then it would update the "Request" record's state to "closed complete" and will turn it to active "false". We would not have to set the active and state field of the RITM's using a set values activity. The OOB business rule would update those fields if we set the stage to "Completed" at the end of the workflow. 

 

Article Information

Last Updated:2018-08-23 13:21:14
Published:2018-08-23