How to create an SCTASK for validation and route workflow based on support team confirmation?

[babji2]

Title: How to create an SCTASK for validation and route workflow based on support team confirmation?

Description:

Hi Team,

I have a Catalog Item with a variable called:

"Is the application in-built?" (Yes / No)

The challenge is that the requester often does not know the correct answer and may select an incorrect value.

My requirement is:

1. User submits the catalog request.
2. A Catalog Task (SCTASK) should be created and assigned to a support team.
3. The support team verifies whether the application actually exists/is in-built.
4. Based on the support team's verification:
   • If the application exists (Yes), continue with Flow/Workflow Path A.
   • If the application does not exist (No), continue with Flow/Workflow Path B.

I am looking for the best practice to implement this.

[Ankur Bawiskar]

@babji2 

You can create catalog task and show that variable on that

Then your flow can wait till the variable gets updated and based on that proceed

this link has approach from Anil lande on how your flow can wait till that variable is updated and once updated/filled, you can break the loop and proceed

How can w use wait for condition in flow designer for variable? 

Also an easier solution is shared there in the same above link, below is the image, it will wait till that Variable is empty, once not empty it will proceed

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[babji2]

Not user will decide the application availability, the support team after creating RITM, 

[Tanushree Maiti · Accepted solution]

Hi @babji2 

Update your flow in ServiceNow Flow Designer, build it in this sequence:

1. Create the verification Catalog Task
• Add the Create Catalog Task action.
• Configure it to create the verification task and populate the required fields (assignment group, short description, parent request, etc.).
2. Pause until the task is completed
• Add a Wait for Condition flow logic step.
• Configure the condition to wait until the verification Catalog Task is closed, for example:
• Record: The Catalog Task created in the previous step.
• Condition: State is Closed Complete (or Closed, depending on your process).
3. Evaluate the verification response
• After the Wait for Condition, add an If flow logic step.
• Configure the condition to evaluate the Catalog Task field:
• Field: Is the application in-built?
• Condition: is
• Value: Yes
4. Configure the branches
• True (Yes) branch
• Execute the actions required when the application is in-built.
• False (No) branch
• Execute the actions required when the application is not in-built.