Updating Request 'Work Notes' from Task (using Flow Designer)

[Ray Ennis]

We're now in Kingston and while I have been fairly successful with past attempts using Flow Designer; I am stumped trying to make this work the way I intend for it to work.

I am wanting the 'Work Notes' from a Requests' various Tasks to also update the Requests' Work notes.

a working example:
Technician receives a Task to install software; does the work, updates the Tasks' Work Notes with their activity and Closes the Task.
Then the 'Flow Designer' rule, sensing an update to the Catalog Task, will update the parent Catalog Request.

In the Flow Designer my 'Action' flow is as follows:

With a result (using the "Test" feature) is as follows:

So my first 'work notes' works (not want I wanted... but it works).

However my second (my goal) is not working and only shows the glideobject comment.

Any suggestions?

Past research on how to get past this shows using a business rule with a script... however it appears (at least I haven't found it) that one is unable to plug in Scripts in ones' Flow Designer rule.

[Ray Ennis]

Ah... Good catch.

Looks like ultimately the process, as I would prefer it to be, would not be available until we are on the London-release /and/ the appropriate plug-in is added.

And, as the release notes mention, I am unable to install the plug-in myself (its' not showing up for me in the London instance I'm using).

However its' a moot point (at this time)... we're on Kingston.

But I will be ear-marking this functionality for when that time comes... it will cut down on confusion on where an important bit of data is located at (in an Incident or Task) when it automatically updates' the parent Problem/Request.

Greatly appreciate you assisting me on finding this out.

[Chris D]

Hey Ray,

Any updates from your end on this? If you upgraded to London, you would have lost the ability to trigger flows from sc_req_item and sc_task tables and you'd have a different problem at your hands...

We're on Madrid and I had the exact same idea as you (update RITM Work Notes when child Tasks are closed) and would love to implement it with a simple one-step Flow on sc_task Record Update, but unfortunately ServiceNow took away that ability in lieu of the Service Catalog Flow Designer plugin but that plugin lacks the ability to trigger flows from Requested Item updates and Catalog Task creations and updates.

And crazy enough, they have a HI Knowledge Article on it, "Flow designer can´t trigger on table Request item (sc_req_item) and Catalog task (sc_task)" which insists that the solution is the plugin even though that's clearly false.

[Ray Ennis]

Chris,

Its' been a while but I ended up adding a manual script node in my Workflow to manually update the RITM from the TASK.

Its' been a while but I can track that flow down.

I am about to update my catalog requests to update certain fields from the RITM to update the REQ ticket... mainly because the company decided they wanted to deviate from the box and take out the last pop-up that asks the who the REQ is for (i.e. Requested_For).
And how we use the Catalog, we have a one-REQ-one-RITM (no putting multiple items in our cart for us).

I say this as I'm about to test and do a similar thing (have a Child Task/RITM update its' Parent RITM/REQ, and it seems the only method I have available to me is to write a script and add it to the workflow.

Something like (I'm still testing the process):

var reqfor = current.variables.u_requested_for;
current.requested_for = reqfor;

var request = current.request.getRefRecord();
request.requested_for = reqfor;
request.update();

[Ray Ennis]

So I finally got my personal instance up to London.

Went in to duplicate my test in Flow Designer.

...and found out that for some odd reason the Flow Designer will not allow me to choose the "sc_task" table in the trigger portion.

I thought perhaps that London for some-odd reason, split up or otherwise modified the sc_task table, but I was able to confirm the table exists in Reports.

Any suggestions?

p.s. I am about to try another test using what you did, the Problem/Incident part (verses the Catalog Request/Task).
---
I just finished duplicating the process (in London) to have any updates to the Work Notes in Incidents, if there is a related Problem, to transfer the Work Notes to the Problem Ticket.

Works as intended (i.e. it works and shows in the Problem Work Notes what I originally wrote in the Incident).

No joy when attempting to do a similar process with Catalog Requests/Tasks.

[Ray Ennis]

So I finally got my personal instance up to London.

Went in to duplicate my test in Flow Designer.

...and found out that for some odd reason the Flow Designer will not allow me to choose the "sc_task" table in the trigger portion.

I thought perhaps that London for some-odd reason, split up or otherwise modified the sc_task table, but I was able to confirm the table exists in Reports.

Any suggestions?

p.s. I am about to try another test using what you did, the Problem/Incident part (verses the Catalog Request/Task).
---
I just finished duplicating the process (in London) to have any updates to the Work Notes in Incidents, if there is a related Problem, to transfer the Work Notes to the Problem Ticket.

Works as intended (i.e. it works and shows in the Problem Work Notes what I originally wrote in the Incident).

No joy when attempting to do a similar process with Catalog Requests/Tasks.