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Description

Symptoms

Requested Item is "Cancelled" before the REQ was Approved.

Release

Any supported release

Cause

Bad query in one of the RunScript activity which updates the 'sc_req_item' record.

Resolution

The REQ workflow had a RunScript activity in the workflow after an Approval activity.
This activity has been connected to the "Rejected" condition of the Approval activity.
From here, once the Approval is "Rejected" on the REQ, the RunScript queries 'sc_req_item' table and update the state to "Cancelled".
But the script has below piece of code:

var rec = new GlideRecord('sc_req_item');

rec.addQuery('request.getDisplayValue()', current.number);
rec.addQuery('active', true);
rec.query();
while(rec.next()){
rec.state =9;
rec.update();
}

The line rec.addQuery('request.getDisplayValue()', current.number); from the above code is not valid.
So, based on the other query, it grabs all the Active requested item records and update the State to '9' (cancelled).

Replacing the invalid query with rec.addQuery('request.number', current.number); resolves the issue.

Article Information

Last Updated:2019-08-02 20:37:54
Published:2019-07-05