Issues observed on stale remediation task closure

AnushithaS
Tera Contributor

3 weeks ago

Hi All,

We have observed that around 10% of the stale remediation tasks are getting closed without going through the remediation process. We have implemented a custom remediation process using a scheduled job that runs periodically under the System Administrator context. As part of this logic, remediation tasks are expected to update the work notes when remediation is performed.

However, we have noticed that some remediation tasks are being closed without running the remediation logic, and the Closed by field is appearing as empty in these cases.

Could you please help us understand:

  • What could be the reason for this behavior?
  • Is this an expected ServiceNow behavior during bulk stale task remediation?
  • Will this behavior have any impact on CMDB health or CI data quality?
  • Is there any recommended solution or best practice to handle or track such cases?

Kindly suggest. Thanks in advance.

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Vijaya_Mnpram
Kilo Sage

2 weeks ago

@AnushithaS  If the process is not working, then it should not process 90% of them as well. But, if 10% is not getting processed, check if the workflow you crreated is actually triggered for these tasks? Check the flow Contexts for this workflow and see if these 10% tasks are existing in there.

This will not affect the CI data quality as it's not part of ingesting data but CMDB Health dashboard might get affected. 

Get the workflow attached to the task. Check the trigger conditions for the flow. 

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