Workflow with multiple catalog tasks

[Cobee]

Hello, 

We have a bit of a pretzel when it comes to workflows that involve multiple catalog tasks. Looking for best practice when it comes to one RITM with multiple catalog tasks in the workflow. Currently we have workflows that have a 1-1 RITM/SCTASK in the workflow and we can easily determine the state/stage of the RITM workflow based on the state that is set on the catalog task. My question is what is the best approach when handling multiple catalog tasks(3/4). An example where some catalog tasks can have a "Closed Skipped" or "Closed Incomplete" state, and others have "Closed Complete", what should happen to the workflow in these scenarios? What catalog task should be used to set the actual workflow state/stage? We have a wait for condition also that waits for all the tasks to be closed before moving forward in the workflow. But knowing which state to use if there are multiple is the pretzel. Looking for best practices and if anyone has gone down the same road. 

Thanks, 

[Aniket Chavan]

Hello @Cobee ,

Handling workflows with multiple catalog tasks in ServiceNow can indeed be complex, and it's crucial to adopt best practices for effective management. In my experience, the number of catalog tasks in a workflow doesn't necessarily determine its complexity; rather, it depends on the client's specific requirements.

In our projects, we've successfully managed workflows with a considerable number of catalog tasks, sometimes ranging from 25 to 30 for a single RITM. The key is to align the workflow design with the client's needs and establish a robust approach.

One common practice we follow is to base the state of the RITM on the overall progress and nature of the requested item. For instance, if an approval process is involved, we might set the state to "Awaiting Approval." Importantly, we avoid relying solely on individual catalog task states for determining the overall workflow state.

In scenarios where some catalog tasks have "Closed Skipped" or "Closed Incomplete" states, while others have "Closed Complete," it's advisable to prioritize the overall outcome of the requested item. Rather than letting individual task states dictate the workflow state, consider using a general state like "Closed" to signify that all tasks are closed, regardless of their individual completion states.

We've found that tying the RITM state to the completion of specific tasks might not accurately represent the overall status of the requested item. In our projects, we maintain a consistent "Work in Progress" state until all tasks are closed. This ensures that the workflow state reflects the collective progress of all associated catalog tasks.

Additionally, it's beneficial to leverage features such as the "wait for condition" to ensure all tasks are closed before advancing in the workflow. This condition should consider the overall completion status of all catalog tasks rather than focusing on individual task states.

In conclusion, the key is to tailor the workflow design to the specific needs of the client, prioritize the overall outcome of the requested item, and use a consistent state that accurately reflects the collective progress of all catalog tasks.

I hope these insights align with your requirements. If you have further questions or need clarification, feel free to ask.

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Thanks,

Aniket