CSM Case Blocked by task

[maruf]

If I am correct, a blocking task should prevent the Case from progressing until the blocked task is unblocked (close).

As per ServiceNow doc....

"A blocking task is something that prevents an agent from making progress toward case resolution. For example, a case might have one or more open related task records or be waiting for customer feedback."

However both the CSM agent and the contact, are able to close (progress) the case while the blocking task is still open,  although the case actions status is updated and the blocked by record is unblocked.

Is this as expected behaviour?  What is the purpose of the blocked by task record? 

I would have assumed/expected it would not be possible until the related records  (incidents, requests) and blocked by are all 'closed' first.

[Allen Andreas · Accepted solution]

Hi,

The blocked indicator is more of a visual than literally preventing the agent from resolving/closing the record.

The statement you quoted is more "in theory", but not actually preventing them.

You can add this functionality, such as by before business rule on the relevant table if status = 'x' then abort (on action tab) and show message (add messaged on action tab).

[maruf]

Hi Allen

Thanks, maybe it was my mis understanding with the term 'blocked by'.  We will probably have to implement a bespoke solution to perform a check for ''active' blocking task and abort the closure.  My concern where a was in particular with a request, if it is in fulfilment stage and the customer closes the request, the back office still could be working on the request.