Remediation tasks when a cloud catalog item fails

[Gaurav39]

Hi All,

I am new to CPG and working on few catalog item. I would really appreciate if somebody can help with my query below.

i would like to understand that how we can change the assingment groups for the remediation task which are generated whenever a cloud catalog request gets failed with an error?

I can see that there is a workflow[Cloud Task Processing] which is generating the first task and is auto assigned to the requestor itself. The assignment group in my case is being set to servicedesk by system and i dont understand why because in the workflow it is not mentioned anywhere OR if we don't want to create this first task and directly create the task for a support group, is it recommended to customize this workflow? 

Are there some system properties? or how we can dynamically assign assignment group for different cloud catalog item remediation task?

Thank you in advance!

Gaurav

[marcguegueniat · Accepted solution]

Hello,

We had the same issue.

Sadly ServiceNow does not have properties/configuration to handle this behavior.

We chose not to update the workflow as it is very complex and it would be a nightmare to deal with conflicts during upgrades.

I really do not recommend to modify it.

Instead we implemented an async Business Rule on sc_task that would automatically close the task whith state 7.

Basically we are simulating the user immediately clicking on 'Ask for Help'.

To make sure this does not trigger for all sc_tasks, you can add a filter on the task's requested item and have it reference your Cloud Catalog Item.

In the filter we also added things like short description starts with error, state is open, assignment group is empty, and maybe other filters just to make sure it triggers only in case on errors.

Regarding your auto assignment to service desk, I have no idea.

Check it does not come from a customization on another process (maybe a custom BR).

Regards,

[Gaurav39]

Thank you for your response @marcguegueniat , i will try similar approach. I have one more follow up question, if you could please share your thoughts on this that would be helpful.
Question - the second task which get generated after "Ask for help" which is automatically assign to operator group, We have multiple teams for cloud operations, and this task should be assigned to different support groups for different catalogs. In this case, wouldn't we have to update the workflow? As I can see, this assignment group is being populated by the workflow [Cloud Task Processing]. I am not sure updating the assignment groups using some business rule or other method would a good approach.

Thank you for your time!

Regards,

Gaurav

[marcguegueniat]

Hello,

I would also go with an async BR.

I agree that, having a task generated on a assignment group and then always immediately changing the assignment group is functionaly weird.

To compensate this behavior, you could add a worknote to the task, something like "Automatically reassigning the task by BR xxx cf Story xxx". So that anyone surprised by the behavior would find out what happened.

As I think about it, a work note would be good also for the first task.

So yes, my take would be the BR.

Customizing the WF is not an error, but make sure that you will be able to handle conflicts in the future, even if your team changes.

You may raise an Idea on the idea portal to ask ServiceNow to make the assignment group configurable.

I would upvote it for sure.

Regards,

[Gaurav39]

Thank you for sharing your thoughts. I will raise an idea for sure, it doesn't make sense to have one static group as assignment group.  I will share the number once i have raised it.