Tasks not generating for certain users

mallikabhupathi · ‎10-20-2022

Hi all,

I have a catalog item to activate access for users once they have completed their training. However, the task is being generated only to a few users and for a few users, the task is missing.

What could be the reason for this?

Thanks,

Mallika

Brad Bowman · ‎10-20-2022

Are you referring to a Catalog Task, or what kind of task? Do you have a flow or workflow on this Catalog Item that is generating this task? If you're talking about a Catalog Task and this is running from a workflow, click the Show Workflow Related Link on the RITM and see is this Catalog Task activity blue/completed? If you hover over it does it say the result is deleted?

mallikabhupathi · ‎10-21-2022

Hi @Brad Bowman ,

We have a training task which is fired off once the user completes the training "ARLMSComplete [NETID]".

It is my understanding that this email is sent to xxx@service-now.com and SN turns it into a REQ. The REQ is not being created and we aren't seeing it in xxx@abc.com email inbox. This leads us to believe it isn't being created in ServiceNow.

mallikabhupathi · ‎10-21-2022

Hi @Brad Bowman ,

Looks like I found the issue.

Please have a look at the screenshot below.

The email shows received-ignored. Can you please help me.

Thanks,

Mallika

Swapnil Shirsik · ‎10-21-2022

Hi Mallikabhupathi,

If this is something OOB, you can create a HI ticket. If it's a customization, we need to see the workflow/flow to understand it better. I would do some basic troubleshooting-

1-Is user's servicenow profile active?

2-Do they have valid fields which are used in the email sent.. are these fields similar to those users for whom task is created.

Please mark the answer as Correct based on the impact.