Dear Experts,
I have a catalog item called Miscellaneous:
The issue is that the delivery task is not always triggered by the workflow, even though it is using the same workflow for every order. This causes some tickets to remain open even though the workflow shows that they are completed.
Sometimes workflow is completed as seen "close by" with the technician name, and sometimes workflow is not triggered so the close by remains empty., because the workflow was not triggered. Not sure what is causing this. Please Help.
same workflow, but different results.
Thank you, appreciated.
Has the "Wait for completion" been unchecked from the Delivery task? It's possible the workflow is reaching the end prior to all task being closed.
We end ALL of our workflows the same way...with a script that checks and waits for any open tasks to close and then the workflow moves forward once all tasks are closed and the workflow then closes.
This is the Wait For Condition script:
var g= new GlideRecord('sc_task');
g.addQuery("request_item",current.sys_id);
g.addQuery("active",true);
g.query();
if(g.next())
{
answer=false;
}else{
answer=true;
}
Has the "Wait for completion" been unchecked from the Delivery task? It's possible the workflow is reaching the end prior to all task being closed.
We end ALL of our workflows the same way...with a script that checks and waits for any open tasks to close and then the workflow moves forward once all tasks are closed and the workflow then closes.
This is the Wait For Condition script:
var g= new GlideRecord('sc_task');
g.addQuery("request_item",current.sys_id);
g.addQuery("active",true);
g.query();
if(g.next())
{
answer=false;
}else{
answer=true;
}
Wait until the condition is active,
Once the inbound reply is true the delivery task is triggered.
however, sometimes the delivery task is assigned to tech, other times it will end the RITM itself leaving it as an open ticket.
As stage shows it task was created but it moves itself to the end without generating task for technician to close the ticket.
as you see it wait for the condition to be True then it create a Catalog Task, but it will not trigger for Tech, and it automatically goes to end but does not close the ticket
Sometime it work sometime it does not. very confusing.
