CTASK Questions

[mdidrikson]

Hello,

I'm a bit new to Service Now forms development so this may be a bit of a rookie question.

We have a process where once a user creates a new Change Record and Saves it or submits it for approval, they can then create Change Task records that can be assigned to a 3rd party provider and sent via a web service call.

The issue we are having is when a user "Saves" a change instead of "Requesting Approval" they can still create a Change Task that will be sent to our 3rd party fulfill-er.

We would like to do one of the following:

1. Prevent our users from creating CTASKs until that Change Record has been submitted for approval.
2. Prevent our Business Rule that sends the CTASKs to our 3rd party from running for Changes that have not been submitted for approval.

Thanks for your assistance.

Mark Didrikson

[mdidrikson]

Thanks Mark! I think that will do the trick for us.

Sorry it was so painful.

Mark Didrikson

[mdidrikson]

OK, we've changed our thinking on this one a bit.

Instead of hiding the "New" button, we are going to allow the users to set up Change Tasks, but we don't want them sent over to our vendor until the change has been submitted for approval.

The current Business Rule we have is based on the change_task table. Is it possible to call this Business Rule based on a Change Record being placed into the "Approval Requested" state?

I believe we would need to loop through the change tasks attached to the change record and implement an existing web service call if a task is assigned to our vendor.

Thanks.

[Mark Stanger]

Yep, that's what you would need to do. A business rule (or workflow script) that would query for and loop through all of the change tasks and then do something based on what it finds.

[mdidrikson]

Thanks Mark. I got that functionality working.

Question: is there a way to tell in a business rule if the user just rolled back a Change Request?

Thanks.

Mark

[Mark Stanger]

The only way I know of is to set a field value on the change request as part of the rollback process or activity. Then your business rule could key off of that field value.