Issue with catalog task creation via Catalog Builder

[Prateek9]

We have started using the Catalog Builder recently where a custom template is created and using OOB fulfillment flow = Step based request fulfillment

The above mentioned flow "Step based request fulfillment" is OOB.

In the fulfillment steps, there are two catalog task to be generated one after the other. Please check the screenshot attached.

While testing, we found below scenarios:

1. When catalog task 1 is updated as Closed incomplete, second catalog task is not generated.

2. When catalog task 1 is updated as Closed Canceled,  second catalog task is still getting generated.

Below tables are used internally for task generation etc.

1. sc_service_fulfillment_stage_data

2. sc_service_fulfillment_step_data

The business rule which is causing this anomaly is "Set State of Stage Data" on table "sc_service_fulfillment_step_data"

OOB Flows/subflows in use for request fulfillment:

1. Step based request fulfillment -> flow

2. Service Fulfillment Steps base flow -> subflow

3. Trigger Service Fulfillment Steps Subflow -> subflow

4. Service Fulfillment Steps - Task -> subflow

Question here is, what is expected and is this OOB configuration fine?

What solution can be suggested here?

[Prateek9]

 

[Tanushree Maiti]

Hi @Prateek9 

Issue 1: Review your Flow Designer error handling and workflow conditions to ensure the logic includes a clear conditional path that allows the workflow to continue even if the previous task state is equal to [Closed Complete].

Issue 2: Open your fulfillment process in workflow or Flow Designer, review the catalog task activity, and verify all condition links.

Ensure there is an explicit condition configured to stop the workflow progression or redirect it to a cancellation path whenever the task state is set to [Closed Cancelled].

[Prateek9]

Whatever is available OOB in the flow/subflow configurations is technically correct.

The question is.. Is this the expected behavior and what should be the standard approach?

[Prateek9]

Per my understanding there are two places where it can be corrected as below:

1. Business rule "Set State of Stage Data" on table "sc_service_fulfillment_step_data". As itis read-only protected.. need to involve ServiceNow.

2. Work on the subflow "Service Fulfillment Steps - Task". The behavior for catalog task Closed Cancelled and Closed Incomplete need to be updated as same.

Any suggestion out of above mentioned two approaches. Or any other suggestion?

Anyone faced the same behavior?