question Duplicate Work Order Tasks Being Generated (Expected 2, Getting 4) in Field Service Management forum

Duplicate Work Order Tasks Being Generated (Expected 2, Getting 4)

yana7 — Wed, 21 May 2025 07:28:12 GMT

Hello ServiceNow Community,

I'd like to ask about an issue we're experiencing with Work Order Task generation.

Currently, our system is configured to generate only two Work Order Tasks when a Work Order is created:

An execution task (for performing the work)
A validation task (for confirming completion/quality)

However, we've identified several instances where four Work Order Tasks are being generated instead of the expected two. Specifically, this has occurred 4 times in the last month.

Has anyone encountered a similar situation or have any insights into what might be causing this duplication? We're trying to understand why we're getting these extra tasks.

Any help or guidance would be greatly appreciated.

Thanks,

Re: Duplicate Work Order Tasks Being Generated (Expected 2, Getting 4)

Ankur Bawiskar — Wed, 21 May 2025 07:39:37 GMT

@yana7

did you check the script is present in some business rule and it's triggering multiple times and creating those extra records?

Re: Duplicate Work Order Tasks Being Generated (Expected 2, Getting 4)

yana7 — Wed, 21 May 2025 07:50:33 GMT

I searched for a script to generate the task but I didn't find it.

Regards

Re: Duplicate Work Order Tasks Being Generated (Expected 2, Getting 4)

Raksha125 — Wed, 21 May 2025 07:53:50 GMT

Do you know How are you trigerring creation of 2 tasks to start with? Script? Workflow? or a template? Answering this will narrow down your troubleshooting

Re: Duplicate Work Order Tasks Being Generated (Expected 2, Getting 4)

PankajK67712898 — Wed, 21 May 2025 07:53:52 GMT

@Yana,

you wrote that it is happening occasionally or randomly (4 times only). Can you reproduce this glitch. If that's the case, then you can try reverse engineering to figure out what and where it is happening from.

Pls mark this helpful and accepted if this helps you.

Re: Duplicate Work Order Tasks Being Generated (Expected 2, Getting 4)

yana7 — Wed, 21 May 2025 08:00:37 GMT

task generated from template

Re: Duplicate Work Order Tasks Being Generated (Expected 2, Getting 4)

yana7 — Wed, 21 May 2025 08:06:42 GMT

yes this happens randomly, i can't repeat it and at least 4-5 times it happens in one month

Re: Duplicate Work Order Tasks Being Generated (Expected 2, Getting 4)

Raksha125 — Wed, 21 May 2025 08:11:28 GMT

Check if any other BR, script include is created which is triggering on some conditions and posibility is that those conditions are matching once in a while, thats why you see this issue only few times.

Also, try to understand the pattern of WO for those 4 entries where 4 tasks got created instead of 2. That will also help.

Re: Duplicate Work Order Tasks Being Generated (Expected 2, Getting 4)

PankajK67712898 — Wed, 21 May 2025 08:15:06 GMT

As this is not reproducable, I would recommend to connect with Servicenow vendor to get help on this. They can check the logs at deeper level and provide you the insight of this randomisation.

Pls mark this helpful and accepted if this helps you.