Completed Pending (Follow-on) Tasks are auto-opened and assigned to different team

Xavier_Wharton
Giga Guru

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?

3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @Xavier_Wharton 

 

Please check that is any flow or BR is running which causing the issue. Or any Inbound action which causing this issue.

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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
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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. 

Hi @Xavier_Wharton 

 

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]

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