Reopen Catalog task or create new task

[Nishitha Yedala]

Hi Everyone,

I have a catalog item that creates an RITM, which includes 4 catalog tasks executed one after another. After the 4th catalog task is completed, if we realize that something was missed, is there a way to reopen the 2nd catalog task so it can be worked on again? Or would it be better to create a new catalog task in such cases?

What would be the best practice or recommended approach to handle this scenario?

Thanks in advance!

[Rafael Batistot]

Hi @Nishitha Yedala 

What flow that you use? Flow designer or Workflow? 

if workflow:

https://www.servicenow.com/community/developer-forum/reopen-the-catalog-task-after-the-catalog-task-...

[Nishitha Yedala]

flow designer

[M Iftikhar]

Hi @Nishitha Yedala ,

The best practice for handling a scenario where a catalog task (e.g., the 2nd catalog task) needs to be worked on again after later tasks are completed is not to reopen the closed task but to create a new catalog task.

Reopening a closed catalog task does not automatically resume the original workflow and can cause complications in workflow handling, SLAs, and state management.

That said, if reopening is absolutely necessary due to error or oversight, it can be done programmatically by setting the task state back to Work in Progress and restarting the workflow on the RITM. However, this approach requires careful scripting and validation to avoid inconsistencies.

Summary

• Recommended approach: Create a new catalog task for rework to maintain audit trail, reporting accuracy, and workflow integrity.
• Reopening tasks: Technically possible through scripting and workflow restarts, but not ideal as it disrupts the lifecycle.
• If reopening is implemented: Ensure both the RITM and related workflow are properly updated to prevent state conflicts.

References

• Reopen a single catalog task in a workflow – ServiceNow Community
• Reopen the catalog task after the catalog task is closed – ServiceNow Community
• Best practices on reopening service request – ServiceNow ITSM Forum
• How to re-open a closed catalog task/request item – ServiceNow ITSM Forum
• Best practices around reopening SCTASKs – ServiceNow Service Management Forum

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[Nishitha Yedala]

thank you!