Managing Change Tasks

simonbourne
Kilo Contributor

I have a Workflow that is used for the creation of Change Requests.  The Workflow automatically extracts information from the change form (Implementation Plan and Test Plan fiels) and creates 2 Change Tasks when the Change Request is submitted to Review Request.  That's easy.....job done.

However, there are instances when the Change Request is Rejected due to insufficient of incorrect information.  At this point, the State of the Change Request is reset to Draft.

No here's the challenge.  Just suppose the details of the Implementation Plan or Test Plan are then updated to address the issue that caused the Change Request to be Rejected.  and the change is then progressed to Review Request again.  According to the Workflow, new Change Tasks should be created and populated with the (updated) information from the Change Request.

When I try this, it all works fine but..... no new Change Tasks are created and the original Change Tasks are not updated.  They retain the original (now incorrect) details.

How do I make the Workflow update the existing Change Tasks, or create new Change Tasks?

13 REPLIES 13

It would certainly make things easier.   It all boils down to getting the Change Form filled in correctly before PEER REVIEW and CAB APPROVAL


That is where you can make fields required.   Then through process require peer reviewers to ensure the necessary information is filled in and if not route it back to the submitter.   Same for approvers.


Yes, but getting people to complete the form correctly and the Peer Reviewers to actually review the changes is a bit challenging.   It's a corporate culture thing


Aditya Telideva
ServiceNow Employee
ServiceNow Employee

Also, please go through this thread   for some pointers: Update existing Change Task when parent updates