Request is still open even after RITM is closed


Description

Request is still open even after RITM is closed

Cause

"mark closed" Business rule was customized .
https://<instance_name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=3814469aa9fe3dba01d1b746e4e1c3bf

Resolution

Reverting "mark closed" to OOTB version should fix the issue,

Steps to revert to OOTB version.
1. Right click on 'System Upgrades: glide-newyork-06-26-2019__patch7-02-25-2020_03-02-2020_2243.zip'
2. And click on revert to this version.