Active flag remaining false on reopened SCTASKs

sakila
Tera Contributor

‎07-20-2023 05:10 AM

When an SCTASK is reopened, the active flag doesn't update so it stays as false and thus does not appear in the assignment group/assigned to's queue when they click on 'my work' or 'my groups work' as this only displays active tickets. I have found 20 tickets (4 of these will be closed as the associated RITM is closed) but the remaining 16 will be followed up by the Desk:

example 

RITM012345

 

could you please clarifiy step by step 

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mattystern
Kilo Sage

‎07-20-2023 07:25 AM

Hi @sakila  

 

ITIL best practices state that SCTasks should not be re-opened, if possible. There's a good explanation here on REQ/RITM/SCTask practices (the top response.) The active flag will follow the status of the RITM/REQ record.

 

Generally, if something is not completed from a request item, an incident could be opened with a reference to that RITM/REQ or the request could be re-submitted depending on how intensive the workflow/process is on the RITM/REQ. A lot of this is really case-by-case. 

 

Hope this helps!

-Matt

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