Task got opened even after RITM was closed

[Deepika Mishra]

I have a substantial number of instances where RITMs were successfully closed, leading to the closure of their associated child tasks. However, several months after the RITMs were closed, SC Tasks are inexplicably being created for these previously closed RITMs.

I'm perplexed as to how this could occur. I've attempted to investigate by examining workflows, but it appears that many of them do not have any associated workflows. How can I go about identifying the root cause in this situation?

[Amit Gujarathi]

HI @Deepika Mishra ,
I trust you are doing great.

1. Audit Logs:

   • The first step is to check the audit logs for the affected RITMs. This will give you a trail of all actions performed on the RITM, including who did what and when.
   • Navigate to the RITM record and click on the "History" tab. This will show you a detailed audit of changes made to the record.

2. Business Rules:

   • It's possible that there's a business rule that's creating these SC Tasks. Check for any business rules that are triggered on the RITM or SC Task tables.
   • Navigate to System Definition > Business Rules. Filter by the table name (sc_req_item for RITM and sc_task for SC Tasks) and review the conditions and actions of these rules.

3. Scheduled Jobs:

   • There might be scheduled jobs that are inadvertently creating SC Tasks for closed RITMs.
   • Navigate to System Definition > Scheduled Jobs and review any jobs related to the Service Catalog or RITMs.

4. API Integrations:

   • External integrations using ServiceNow's API might be creating these tasks. Check for any integrations that interact with the Service Catalog.
   • Review the System Web Services > Outbound > REST Message and System Web Services > Inbound > REST API Explorer to see if there are any integrations that might be causing this.

5. Scripts:

   • Scripts, especially background scripts or fix scripts, might be creating these tasks. Check for any recent scripts that were run.
   • Navigate to System Definition > Scripts - Background and review any scripts that were executed around the time the issue started.

6. Workflow:

   • Even though you mentioned many RITMs don't have associated workflows, it's still worth checking if there are any workflows that have logic related to SC Task creation.
   • Navigate to Workflow > Workflow Editor and review the workflows associated with the Service Catalog.

[Deepika Mishra]

For few workflows are too big and hard to understand.

[Deepika Mishra]

nothing helps.
How do I know how a task got opened to closed RITM if fields are not editable and also user don't have access ?