Completed Pending (Follow-on) Tasks are auto-opened and assigned to different team
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12-21-2023 11:20 AM
Hello Everyone,
Application (Problem Source): Flow Designer
Instance: Utah
Product: ITSM
Problem: Both open (initial) and Pending (follow-on or final) SCTASKs are visible to support teams. When the support team receives and completes the task, the system automatically re-opens and re-assigns that completed task to the team that inherits the initial open task.
Impact: This is creating double or triple the work for the support teams still working through any open SCTASKs.
Question: What can I do to prevent SCTASKs from automatically reopening?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12-22-2023 03:58 AM
Please check that is any flow or BR is running which causing the issue. Or any Inbound action which causing this issue.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12-30-2023 01:57 AM
Hello Atul,
Apologies for the late response, I wasn't sure if this post was approved and made public.
I worked independently, reviewed the sub-flow, and found the issue.
The problem was that an order number was associated with each stage and whenever the tasks were completed out of order--particularly the middle task--the problem would arise.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12-30-2023 07:04 AM
Good to know.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
****************************************************************************************************************