Ability for itil users to create catalog tasks ?

[jleyco]

Hello! We have a catalog item for "General Request" - where the intent is  to use this when we do not have an existing catalog item. Currently  our workflow is built to create 1  catalog task and  the RITM closes when that catalog task is closed. However, we want to give the fulfillment teams (itil users) the ability to create  additional catalog tasks if needed on this General Request. I've given them access to the "NEW"  button on the  sc_task.request_item related list that is on the RITM form. However,  when that first catalog task gets  closed - the RITM closes, even if there were additional catalog tasks created that are still open. The desired behavior would be for the General Request RITM to close only if all the  catalog tasks are closed.  

Any thoughts on how to accomplish this? Or even a different approach  to achieve the same goal (itil users able to create additional catalog tasks for  General Request)?

[nishailame]

Check business rules and if there is any workflow running on for that RITM. You can create new or modify existing BR if any, as per your requirements.

Thanks.

PS: Hit like, Helpful, Correct and Endorse, if it answers your question.

[Chuck Tomasi]

Hi Jessica,

Here's how I would approach it.

• 
  Create a new field (e.g. u_task_count) on sc_req_item that has an integer field. It will contain a value of how many open tasks there are.
• Create   BR that checks for any inserts or updates on sc_task that keep the parent (request_item.u_task_count field updated. As new records are added, you increment. As tasks are closed, you decrement. A pretty simple AFTER BR.
• Modify the workflow to waitfor u_task_count to get to 0 before ending closing the RITM and ending the workflow.

Reference:

Business Rules - ServiceNow Wiki

Business Rules Best Practices - ServiceNow Wiki  

[jleyco]

Hi Chuck - would you be able to help start me off with what that business rule would look like? Thanks in advance!

[shivanipatel]

Jessica,

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