Can we Reopen an RITM task retriggering the RITM which is closed complete and workflow is finished

[pranitabisw]

Hello Everyone,

We have a requirement to reopen the tasks associated with an RITM that is already in closed complete state, and the RITM workflow has also been completed closing the RITM.

Is there a recommended approach to achieve this?
Specifically:
1) Can a task be reopened once the parent RITM is closed and will reopening the task reopen the RITM?
2) If the workflow is completed, can it be restarted/ resumed to continue the flow from the task activity?
3) What is the best practice to handle such scenarios?

Any suggestions or implementation experiences would be appreciated.

Thank you.

[pr8172510]

Hi @pranitabisw,

once an RITM is in Closed Complete and its associated Workflow/Flow Context has completed, reopening a Catalog Task will not automatically reopen the RITM or resume the completed workflow/flow.

1. Reopening a Catalog Task
   • A task can be manually reopened if your process allows it.
   • Reopening the task does not automatically reopen the parent RITM.
2. Completed Workflow / Flow
   • Completed Workflow contexts cannot be resumed from the point where they ended.
   • Completed Flow Designer executions cannot be restarted from a completed activity.
3.  Approach
   • Reopen the RITM through a controlled process and trigger a new workflow/flow if additional fulfillment is required.
   • Alternatively, create a new Catalog Task or a new RITM linked to the original request for auditability.
     

In general, ServiceNow recommends creating a new fulfillment process rather than attempting to restart a completed workflow context.

[Tanushree Maiti]

Hi @pranitabisw 

1) 1) Can a task be reopened and will it reopen the RITM?

Tanu: Technically feasible BUT not at all Recommended. Reason being changing a task's state does not cascade upward to reopen an RITM automatically.

2) If the workflow is completed, can it be restarted/ resumed to continue the flow from the task activity?

Tanu: You cannot resume a completed workflow from a specific task activity.

When the RITM workflow completes and reaches the End node, the workflow context is no longer active. Any subsequent restart after reopening the ticket creates a new execution that begins at the workflow's starting point instead of continuing from the previously completed catalog task.

3) What is the best practice to handle such scenarios?

Tanu: Servicenow recommends handling this kind of scenario by creating a new catalog task for the rework rather than reopening the old ones.

Also you can check similar post: https://www.servicenow.com/community/developer-forum/reopen-catalog-task-or-create-new-task/m-p/3393...