Change task tickets not created automatically in ServiceNow

[ServiceNow Use6]

Hi,

I have a requirement saying 'Change task tickets not created automatically in ServiceNow when raising change', can you please guide me what will i be checking on to complete the requirement. Kindly help.

Regards

Suman P.

[Nilesh Pol]

Hi @ServiceNow Use6 . Change tasks are typically triggered by Workflows, Flow Designer, Business Rules, or Standard Change Templates

1.

Standard Change Templates.

You can do verification as below:

Standard Change > All Templates.

Find the template used for the change. Open it and check the Standard Change task template related list.

Ensure the template has the required tasks defined and activated

2.

Workflow > Workflow Editor.

Locate the workflow associated with the specific change type (Normal, Emergency). Check for a "Create Task" or "Run Script" node that creates change_task records.

Add a "Create Task" activity to the workflow immediately after the start/approval stage

3.

Flow Designer.

Search for flows associated with the Change Request table. Check for the "Create Task" action.

Update the flow to include task creation

4.

System Definition > Business Rules

Filter for table change_request, look for After or Async rules with insert checked. Check the script for new GlideRecord('change_task').

Activate or debug the script to ensure ctask.insert() is called.

[Tanushree Maiti]

Hi @ServiceNow Use6 

1. Ensure that the Change Request workflow (like  "Change Request - Normal") or the corresponding Flow Designer flow is active, published, and properly configured to generate tasks upon creation or state change.

2. If using Standard Changes, ensure the pre-approved template includes the necessary task definition. If templates are incorrectly configured, tasks will not generate.

3. Rules: Check for business rules on the change_task/ chage_request table that might be aborting the insertion . 

refer: https://www.servicenow.com/community/developer-forum/issues-with-blank-change-tasks-being-created/m-...

4. In many configurations, tasks are created automatically upon moving from 'New' to 'Assess' or 'Authorize' states. Confirm the transition rules are not broken.

5. As a Admin check - change task is not getting created. Sometimes user does not have enough permission to view created change_task.