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.

[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

[dbelle]

Hi Mike,

Sorry to bother, but wondering if you had a chance to replicate this behaviour on your end.

Thanks

dave

[michaelj_sherid]

Hi Dave,

In New York the case goes directly to a waiting approval state after the case is created (when the approval is sequence #1 for the Service Activity), so it is not exactly your same scenario. In my Case Template I only set the State to Ready, but still engages the Approval. You listed this as Madrid, can you confirm you are on Madrid? If so, what patch level? I can test at that level and see if I can yield the same results.

Regards,

Mike

[dbelle]

Hi Mike,

My personal instance is New York, our company's production environment is Madrid.  I hope that helps, I appreciate your time.

dave

[michaelj_sherid]

Hi Dave,

On your personal instance the approval task is not triggering until you go to Work In Progress? My New York instance applied the Service Activity approval as soon as the case is created. this is why I could not replicate your scenario, because the approval was triggered instantly.

Mike