SCTASK Fields to Update a Record on a ServiceNow Table

JerickA · 3 weeks ago

Hello everyone, I am currently developing a catalog item containing these 5 SCTASKs. The requestor specified what will each SCTASK will contain which are fields that differ from the other per SCTASK. Every SCTASK contains different fields.

They also requested that this fifth or final SCTASK will have to update a target record on a ServiceNow table when the state was changed to Closed Complete.

I would like to kindly seek everyone's recommendations and expert judgement as to how to execute or configure this, if ever this is possible.

Thank you in advance.

Priyaranjan181 · 3 weeks ago

STEP 1: Create the Catalog Item

Navigate to:

Service Catalog
→ Catalog Definitions
→ Maintain Items
→ New

Create:

Name:
Follow-up Fulfillment Request

Submit.

STEP 2: Create Variables

Open the Catalog Item.

Go to:

Variables
→ New

Create:

Variable 1

Update Target Record

Question: Target Record
Type: Reference
Name: target_record
Table: Incident //your table name

STEP 3: Create Other Catalog Variables

Example:

Business Justification
Requested By
Comments

Whatever business requires.

STEP 4: Publish Catalog Item

Test:

Open Catalog
↓
Submit Request
↓
Ensure Target Record is captured

STEP 5: Create Flow Designer Flow

Navigate:

Flow Designer
→ New Flow

Name:

Follow-up Fulfillment Flow

Trigger:

Catalog Item Requested

Choose your Catalog Item.

Save.

STEP 5: Create SCTASK 1

Add Action:

Create Catalog Task

Example:

Short Description:
Infrastructure Validation

Assignment Group:
Infrastructure

Save Task Output.

STEP 6: Create SCTASK 2

Add:

Create Catalog Task

Example:

Short Description:
Security Review

Save.

STEP 7: Create SCTASK 3

Example:

Application Verification

STEP 8: Create SCTASK 4

Example:

Compliance Approval

STEP 9: Create SCTASK 5

Example:

Final Fulfillment Review

Activate Flow.

STEP 10: Create Event Registry

Navigate:

System Policy
→ Events
→ Registry

Create:

Name:
ritm.all.tasks.completed

Save.

STEP 11: Create Business Rule

Navigate:

System Definition
→ Business Rules
→ New

Configure:

Name

Check All Tasks Complete

Table

sc_task

When

After

Update

Checked

Filter Condition

State changes to Closed Complete

Save.

STEP 12: Business Rule Script

Paste:

(function executeRule(current, previous) {

    var taskGR = new GlideRecord('sc_task');

    taskGR.addQuery('request_item', current.request_item);
    taskGR.addQuery('state', '!=', 3); // Closed Complete

    taskGR.query();

    if (!taskGR.hasNext()) {

        gs.eventQueue(
            'ritm.all.tasks.completed',
            current,
            current.request_item.toString(),
            ''
        );
    }

})(current, previous);

What Does This Do?

Example:

Task 1 closes → Open tasks exist → Stop

Task 2 closes → Open tasks exist → Stop

Task 3 closes → Open tasks exist → Stop

Task 4 closes → Open tasks exist → Stop

Task 5 closes → No open tasks → Raise Event

STEP 13: Create Script Action

Navigate:

System Policy
→ Events
→ Script Actions
→ New

Configure:

Name

Update Selected Record

Event Name

ritm.all.tasks.completed

Save.

STEP 14: Script Action Logic

If Target Record is Incident only:

Use:

(function runAction(current, event) {

    var ritm = new GlideRecord('sc_req_item');

    if (ritm.get(event.parm1)) {

        var incidentSysId =
            ritm.variables.target_record;

        if (incidentSysId) {

            var inc = new GlideRecord('incident');

            if (inc.get(incidentSysId)) {

                inc.work_notes =
                    'All fulfillment tasks completed.';

                inc.state = 6; // Resolved

                inc.update();
            }
        }
    }

})(current, event);

STEP 15: Prevent Duplicate Updates

Create a field on RITM:

u_record_updated
(Boolean)

Default:

False

Modify Business Rule:

Before raising event:

if (current.request_item.u_record_updated)
    return;

Script Action:

After updating target record:

ritm.u_record_updated = true;
ritm.update();

STEP 16: Testing

Test the following:

Test 1

Submit Catalog Item.

Verify:

5 SCTASKs created.

Test 2

Close Tasks 1–4.

Expected:

Target record NOT updated.

Test 3

Close final task.

Expected:

Selected target record updated.

Test 4

Modify closed tasks.

Expected:

Target record NOT updated again.

Test 5

Select different records.

Example:

INC0010005
INC0010010
PRB0000020

Expected:

Correct record updated every time.

Final Architecture

Catalog Item
    ↓
Target Record Variable
    ↓
Flow Designer
(Create 5 SCTASKs)
    ↓
Users Complete Tasks
    ↓
Business Rule (sc_task)
    ↓
Are all SCTASKs complete?
    ↓ No → Stop
    ↓ Yes
Raise Event
    ↓
Script Action
    ↓
Read Target Record Variable
    ↓
Update Selected Record
    ↓
Mark RITM as Processed

I have kept everything according to your requirements, but the table are according to testing purposes I have selected within the ServiceNow environment so that I can elaborate easily. So now just replace your table names according to your ongoing requirement and boom your problem is solved.

If you find this solution helpful please accept it as your answer and do mark as helpful as well. Thanks!