Need Help: Prevent Auto-Closure of Child ER Case After DocuSign Task Completion (Flow)

[Shravan Gatty]

Hi Community,

I’m working on a requirement in ServiceNow HRSD involving a flow . This flow generates two DocuSign tasks — one for the Invite Letter and one for the Outcome Letter.

Current Behavior:

For the Invite Letter, the HR task is created within the parent ER case. Once the HR task for invite letter we can close and we can initiate the DocuSign task from the parent case using the "Preview Document" ui button option.
Even after the DocuSign task(invite letter been signed) is completed, the parent ER case remains in a Work in Progress state which is expected , so this will allow edit and reinitiate the DocuSign task if needed for invite letter.(so basically if manager want to do some changes in the invite letter  the agent will preview document ,do the required edit and reininitiate task this will create new docusign task for invite letter then the manager can sign and close the task)

Limitation:

Due to ServiceNow constraints, only one HR task is allowed per ER case for generating DocuSign task. So, for the Outcome Letter(the 2nd DocuSign task), we’ve  a child ER case using the ER Document Generation HR Service.

Within the child ER case, we generate the DocuSign task using "Preview Document" and "Initiate Task".
However, once the DocuSign task is completed and signed(from manager), the child ER case automatically closes, preventing us from reinitiating the DocuSign task if edits are needed.

Requirement:

I want the Outcome Letter flow to behave like the Invite Letter flow — allowing reinitiation of the DocuSign task even after the initial one is closed.

Possible Solutions I’m Exploring:

Prevent auto-closure of the child ER case after DocuSign task completion.
Allow agents to manually close the child ER case after confirming the document is finalized.
Open to alternative approaches that align with best practices and resolve the business need.

Has anyone implemented a similar configuration or workaround? because i can understand the business requirement but not sure is this possible in ServiceNow.

Thanks in advance!

also noticed In the parent ER case, after closing the DocuSign task, the "Preview Document" button remains available. When clicked, it displays the "Initiate Document Task(s)" and "Edit Document" options, allowing the DocuSign task to be initiated again if needed.

However, in the child ER case, these options—"Initiate Document" and "Edit Document"—are only available during the initial preview. Once the DocuSign task has been generated, clicking "Preview Document" again no longer shows these options

[Shravan Gatty]

In the parent ER case, after closing the DocuSign task, the "Preview Document" button remains available. When clicked, it displays the "Initiate Document Task(s)" and "Edit Document" options, allowing the DocuSign task to be initiated again if needed.

However, in the child ER case, these options—"Initiate Document" and "Edit Document"—are only available during the initial preview. Once the DocuSign task has been generated, clicking "Preview Document" again no longer shows these options.