Edit or Create Task Definition on Catalog Item

Matt102 · ‎05-09-2019

Once I have created a catalog item, and its associated (default) task, I cannot subsequently (re-)edit the task definition. Hoping I could force the issue, I deleted the Catalog Items Task, in the hope a "New" button would appear on the Task Definitions tab - no joy. Is it possible to edit, or delete and recreate, a Catlog Items default (initial) task, once the Catalog Item has been created/published? If so how?

Any help appreciated.

Thanks.

amlanpal · ‎05-10-2019

Hi Matt,

You got it correct. That leads you to Task Definition (sc_ic_task_defn) table. The problem which you have encountered is because the fields are set as Read Only from their dictionary as part of OOB definition. But as part of project requirment you always (or conditionally) can make the fields editable.

Here I am providing you the solution to make the fields non-editable. Please follow this link (https://your_instance.service-now.com/sys_dictionary_list.do?sysparm_query=name%3Dsc_ic_task_defn%5EelementINsc_cat_item%2Corder%2Cactive%2Cshort_description%2Cdescription%2Cassignment_type%2Cassignment_group%2Cassignment_user%2C). You need to provide your instance name in the above URL for proper navigation. You will be redirected to the Dictionary level of all those fields which you want to make editable. Then you need to bring the 'Read only' column in the list view by using 'gear icon'. Post which you always can modify them to True and achieve what you are looking for. Similarly you can modify other fields also, if necessary. Refer the below image.

Hope this helps. Please mark the answer Correct/Helpful based on impact.

Regards,

Amlan

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AshishKM · ‎05-09-2019

Hi Matt,

The Catalog Item ( REQ->RITM->TASK) are govern via a workflow configured on RITM table, if you have admin access then you are configure the "New" button visibility on RITM but default ITIL user can't create a new Task out of workflow scope.

Workaround : You can submit a new Request with same request details or you can talk to admin team, they can create a adhoc task and link with current RITM.

Thanks,

Ashish

Please mark correct/helpful if it helps you.

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Matt102 · ‎05-09-2019

Ashish,

Thanks for the reply - sorry I didn't properly describe my issue. I do not have an issue with tasks on ritms (aka "instantiated catalog item"?) my problem is with the underlying Task Definition on the Catalog Item itself. To view this I would go into Maintain Items > Choose a Catalog Item, and then click into the Task Definition Related List tab, at the bottom of the form. It is the creation and editing of tasks in this area I am having issues with.

AshishKM · ‎05-09-2019

Please share the screen shot of that page and issue screen shots. I checked on my PDI and 'Task Definition' tab is not there default.

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Matt102 · ‎05-10-2019

Hi Ashish,

I've taken this screen shot of the Catalog Item form in Advanced View, I've also included the list configuration for my Advanced view.