Newly Created sc_task Not Attaching to RITM When Created Manually

[Puneet Hegde1]

Hi everyone,

I am encountering an issue where a newly created sc_task does not automatically attach to the related RITM when created manually. I’ve attached a screenshot of the form for reference (see below).

Can anyone point me to the out-of-the-box script or business rule that governs this process? Additionally, any advice on how to resolve this issue would be greatly appreciated!

Thanks in advance.

Screenshot for context:

[James Hammond]

 Hello @Puneet Hegde1 

It would be helpful to understand how the sc_task record is being created; Workflows have a prebuilt mechanism that automatically add this value, but it is not a system wide function (i.e., Business Rule/Script include)

[Puneet Hegde1]

Hi James,

Thank you for your quick response! When I create a sc_task through a workflow or Flow Designer, it functions as expected. However, there are instances where certain teams create sc_task records manually to track their workload. Since this seems like basic ServiceNow functionality, I hadn’t considered it an issue until now, but since it’s not working, I’m not sure where the logic for this process is located.

While workflows appear to handle this automatically, I’m wondering if there’s a specific business rule or script that governs this for manually created tasks. Any pointers on where to find this would be greatly appreciated!

Thank you

[James Hammond]

Unfortunately no there isn't an OOTB mechanism outside Flows, as it's normally best practice to create sc_task records only from Workflows/Flows; if your teams need to bypass this then you could add a mechanism to help them, but I would suggest that you need to look at the catalogue items this is happening with to understand why extra tasks need to be added & adjust the workflows accordingly.

Catalogue Items are supposed to be prepackaged pieces of work, so the adding of tasks is an indicator that I use to see if the items are fit for purpose.