CMDB Follow-on task workflow

AlexAtWork888
Tera Contributor

What have you all created for workflows for Follow-on tasks that execute after clicking remediate?

We want to create an audit that checks if a CI is in compliance. However, we're not sure what workflow to build. Assuming the CI owner has received the task and remediate it. Should/can the workflow check for the status and only let the task go to closed if the CI's are updated?

2 REPLIES 2

Pratiksha
Mega Sage
Mega Sage

Please explain with an example.. 

Cindy Trieu
ServiceNow Employee
ServiceNow Employee

Hi Alex!

 

When a task has been created, it is because there are failures and the owner needs to remediate/reevaluate them, either manually or through a workflow.

 

For your case, you would like a workflow. Some things to think about:

1. By the time someone looks at it, is the data too old or incorrectly found as a failure? If so, close the task, make any necessary changes to your audit(s), and re-run the audit.

2. The data is indeed correct and they are failures. So the workflow you will create will depend on your need. Do you retire these incorrect CI? Do you create an Incident or change request to kick off the process to start fixing the data for each one? There is not one right answer or solution, but go over with your colleagues what action you think is appropriate for CI's with incorrect/missing data.

3. Rinse and repeat until the whole workflow is what your team needs. If you need additional resources, you can always work with customer success team or professional services or ask here again for some guidance.

 

Let me know if you have additional questions!