Risk response task (Advanced Risk) workflow behavior

[Madhav Vemana]

Hello,

In Risk Management application, when a Risk response task (Mitigate / Transfer etc.) is moved to "Review" state all the users who has sn_risk_manager role are receiving notification. But, they can not provide comments or close the Risk response task.

Only Risk owner has "Close" button access. Is this the expected behavior?

can someone from product team provide their thoughts on this.

Thank you.

[Community Alums]

Hi @Madhav Vemana ,

That's an OOTB behaviour!! in the "Review" state there is a notification which get's triggered called "Notify manager when review" for all the respective types of Risk response task like Mitigate / Transfer/ Accept/Avoid.

The "Who will receive" conditions remains the same for all 4 notifications :

The user handling the task who is none other than the "Risk Owner" needs to manually click on the UI button "Close" after having clicked "Approve" in order for the State to change to "Complete".

So, in a nutshell, your notifications are working as per OOTB.

[Madhav Vemana]

Hi @Community Alums I know that is how it is working Out of the box. My intention behind this question is why it was designed that way and asking product team about it.

[Madhav Vemana]

Hello SN Product team,

Could someone provide your thoughts behind designing the Risk response workflow this way. Risk manager team members are receiving notification when the Risk response task is moved to "Review" state but they can not act on it (Record is read only and close button doesn't show). Only Risk owner can close the task.

Trying to understand if this is a bug or is it by design?

Thanks in advance.

Regards,

V.Madhav

[Community Alums]

Hi @Madhav Vemana ,

Nobody from SN product team would pick up from here if you have an idea!!

There is a separate Portal for Idea creation , you can log your idea there.

https://support.servicenow.com/ideas?id=ideas_list&sysparm_module_id=enhancement_requests