Best practices around reopening SCTASKs

[Neil Taylor2]

Hi all

Can anyone advise on the best practices around reopening closed SCTASKs?

Our current process is to close the REQ and RITM when all the SCTASKs are complete. We're then saying that SCTASKs should not be reopened but we do not systematically prevent this from happening. 

We're finding that requestors and/or fulfillers are reopening SCTASKs for various reasons. 

My concern with preventing SCTASKs from being reopened is that is feels too rigid. If a new issue has been found we want to encourage people to submit a new request, but sometimes the SCTASK was closed in error or the requestor says their original request was not fulfilled fully/correctly. I'm trying to find a balance where we don't have users misusing the system, but then don't want fulfillers working on SCTASKs that are fixed in a closed state or having to ask requestors to resubmit their request from scratch. 

We also wouldn't want a reopened SCTASK restarting the entire workflow given that this could mean approvals being asked for again and duplicate SCTASKs being created for other groups who'd not closed their task from the original request. 

Our current proposal is to add a new "Resolved" SCTASK state and hide the "Closed Complete" state. If state is changed to resolved it can be changed back to Open or Work In Progress but if it's been in a resolved state for 5 business days then to apply a business rule to auto change it to closed complete and prevent it from being reopened.

Just looking for input on what the correct process should be and what others have implemented in their Org. We're hoping to find a solution that can apply to all catalog items rather than it being on an item by item basis.

Thanks!

[Michael Fry1]

Once the REQ/RITM is closed, the workflow should end. Reopening a SCTask won't restart the workflow. Best practices is not to reopen the SCTasks but allow a new task to be created while REQ/RITM is open.

[Neil Taylor2]

The workflow is ending when REQ/RITM is closed and i don't want a reopened SCTASK to restart the workflow. Whilst we generally don't want SCTASKs to be reopened, in some cases it's necessary e.g. SCTASK was closed in error. Once this has been done it's too late to create a new task as the REQ/RITM is already closed.