Same Workflow is initiating twice for RITM and duplicate tasks are getting created

[sriramsaishasha]

Hello All

We are facing an issue, that same workflow is getting attached for an RITM, which is creating a duplicate tasks under the RITM.

As per the design for one request two RITM's will be created and for RITM 1 and for RITM 2 workflow should trigger only once, for RITM 1 the workflow is getting triggered only once but for RITM 2 the workflow is getting triggered twice.

We are using the same workflow for both the RITM's.

We don't have any conditions to the workflow and we have only one workflow in our ServiceNow.

Could anyone please help us in resolving the issue.

Regards,

Shashank

[kristian dimitr]

Hello,

Probably you are triggering the flow/workflow for the second time via script. Depending on what you are using for the process - flow or workflow, can you take a look at the business rules, searching to contain 'startFlow' or 'executeFlow' in them?

Or if you are creating the request in a different way, via UI Action, for example, it may be there as well.

Regards!

Kristian

[sriramsaishasha]

Hi Kristian,

I have checked in the system logs and I can see the message "Workflow starting for the RITM" and the source is from "Engine". I can see the message twice for the same RITM in the logs, and source is "Engine".

Could you please help us with any other approaches.

Regards,

Shashank

[kristian dimitr]

Hello,

Yes, this is an expected message, but the point with the script triggering the flow is still valid. 

Please navigate to the Business Rule module and search for the script field in the filter, after that, the filter will be automatically set to 'contains' and then type the 'startFlow' OR another one with 'executeFlow' and see the results. Search for recently updated records.

Regards!

Kristian

[sriramsaishasha]

Hi Kristian,

I have checked the Business rule with the mentioned condition and the result is negative.

We don't have any business rules on the "sc_req_item" table.

Regards,

Shashank