Service Activity Tasks Not Getting Created

[dbelle]

Hello, I'll try to lay out our scenario as best that I can.

We have a HR Service with a fulfillment type of Service Activity.
The first service activity is an approval, the second service activity is an HR task, order is set as 1 for the approval and 2 for the HR task.

When someone on our HR Services team creates a case using this service, they sometimes create an extra HR task before they set it to Work in Progress.

When the case is set to Work in Progress, the approval service activity is successfully created and the case is moved to Waiting for Approval state.

When the approval record is set to Approved, the second service activity of creating an HR task should happen next.  This doesn't happen because there was that "extra" task created earlier.  As soon as that "extra" task is completed, then the HR task from the service activity is created.  

In SN docs, it states that "The current service activity must be closed, completed, accepted, or rejected before the next service activity is made available."  So the system seems to be treating the "extra" task as part of the service activities, even though it's not.  

1. Service Activity Approval (successful)
2. Extra task (preventing #3 from being created, until this record is closed)
3. Service Activity Task (is dependent on #2 being closed before being created)

I hope that story makes sense!  I'm wondering if anyone has run into this before, and if they had, if they were able to work around it.

[michaelj_sherid]

Hi dbelle,

I believe this is due to the manual task not having a sequence. In the process this would not have a larger number than the latest sequence. This is why you are seeing these results.

Regards,

Mike

[dbelle]

Thanks for the response Mike,

I assume you mean setting the order value on the manual task.  I've gone ahead and added the Order field to my create task form.

I repeated the scenario above, but set the order of the manually created HR task to 99.  So, the service activity approval task would be 1, the service activity HR task would be 2 and the manual task is 99.

When I completed the approval, the second service activity did not get created until the manual task with order 99 was completed.

What is strange is that on my HR service config, I have the service activity tasks set to fire in order as 1 and 2.  But on the case screen, the only task with the order value populated is the manual task.  (see screenshot) 

Thanks again

dave

[michaelj_sherid]

Hi Dave,

It is odd that your manual task has a lower sequence than the auto task. Can you send a print screen of the HR Service config with the Service Activities so I can replicate this? 

Regardas,

Mike

[dbelle]

Thanks Mike,

You bet. See attached. That is the service config.  Please disregard the naming of items on there, it's from my personal instance for testing.  We have the same config in our internal environment.

The manual task in my previous screenshot has order as 99.  I would have suspected that the service activity order from the service configuration would have carried over to the case when it was created.

dave