What is the point of the sc_task "Close Task" UI action

[adrianps]

I'm studying the service catalog of an out-of-the-box instance.

As an example, the "Standard Laptop" catalogue item.  This item uses the "Service Catalog Item Request" workflow.

Inside this workflow there is a Catalog Task activity called "Order Fulfillment", and this activity inserts the Order Fulfillment task into the Standard Laptop request item.

So now let's say a user has ordered a laptop that requires backordering.  A request fulfiller can open the (approved) sc_request record, navigate to the (approved) sc_req_item record, then open the "Order Fulfillment" sc_task record.

If the console user clicks the Close Task UI action, this causes the task state to change to "Work In Progress", and causes the workflow Catalog Task activity to complete with exit code "In Stock" (because the user has yet to specify on the request item record whether the requested item is in stock).

Admittedly, I'm considering an scenario where the analyst has performed the wrong action but this scenario has confused me as to the purpose of the "Close Task" UI action.  It seems to me that the OOTB example requires some locking down of the available actions to the analyst.  For my scenario, I'm thinking that I need to disable the Close Task button because it too easily allows the request to fall into an invalid state.

Would an appropriate solution be to:

1. Disable the Close Task button
2. Create a "Backorder" UI Action which sets:

• sc_req_item backordered attribute = True
• sc_task active attribute = False
• sc_task state = Closed Complete

1. (3.) Create a "In Stock" UI Action which sets:
2. • sc_req_item backordered attribute = False
   • sc_task active attribute = False
   • sc_task state = Closed Complete

The two new UI Actions would need to be conditionalised to only appear against task records where ordering stock from vendors would be a possibility.

Am I making this situation more complex than it needs to be or is this typical when configuring service catalogues?

Cheers,

Adrian

[amlanpal · Accepted solution]

Hi Adrian,

The question which you ask are 'feasible' in technical terms. In the OOB instance there are minor validations available, such as when you can see the button and all. But in actual project requirement there are always such scenarios where the developers/architects needs to redefine the existing logic as per the business requirement. There is no wrong in asking such questions if this matches with your business scenario. Also I would like to mention that you can conditionally make a UI Action visible (if needed) and needless to mention, you can always create new UI Action for any new functionality related to that table. Hope this answers your question.

Hope this helps. Please mark the answer Correct/Helpful based on the impact.

Regards,

Amlan

[adrianps]

Thanks Amlan.

I was really just after confiurmation that I was on the right track and your answer suggests that I am.

Cheers,

Adrian