Closed Complete Project Tasks showing as Active

[Nickels]

We have started using the projects application within ServiceNow and I have been looking into an issue that is being reported to me. We have 'My Work' reports setup on our homepages to show Active Assigned tasks for a user. They are finishing work on their project tasks and closing them in the status of Closed Complete. When they refresh their homepage some, not all, of these tasks will still appear. I went directly to the pm_project_task list and was also able to verify that the tasks are still showing as active. I actually have 219 project tasks that are currently closed complete but still active.

When I look at the Audit History list for one or any of these project tasks, I can see that the active flag was set to false when the status changed. I am not seeing where it was set back to true though so that it is still active.

I decided to look at the parent record of the PRJTASKs but I found one right away where the is a task was closed complete and the active flag is false. So now I am thinking that it is not directly tied to the parent record.

Does anyone know of a business rule that might be doing this? I am also wondering why I am not seeing the active flag changed back to true in the audit history but my prior question is the one I want to get resolved.

Thanks

-Chris

[Nickels]

Some of the users are using the planning console for setting up new project tasks and managing them from there as well. I had been thinking about testing creating the task from the console and also creating from the project form related list to see if there is a difference. Since others are seeing this issue as well, I think I may go ahead and also open up a ticket with HI.

[christiangraves]

A temporary workaround we implemented was to modify the report My Project Tasks to filter on State instead of Active=true. We also modified each affected Module with the same solution.

[reginabautista]

Hi is the Project table extended from the Task table? If yes you need to do dictionary override for the State field. Take note of the integer value of your status Closed Complete and follow the steps below. There should be 2 attributes, separate them with comma.

default_close_state=5,close_states=7;8;9

How to set the close_states and default_close_state attributes

In order for you to be able to use a different close state than the default of the box one you will need to use dictionary overrides (see Dictionary override)which will enable you to set to different values of these attributes for each task table:

1. Open the Dictionary Entry for the state field of the task table.
2. Add a new Dictionary override and use the following
   • Table: project table (only if extended from Task table)
   • Override attributes > checked
   • Attributes > default_close_state=5 (use any other value as needed), or
   • Attributes > close_states=7;8;9 (use any other value as needed), or
   • Attributes > default_close_state=5, close_states=7;8;9
3. Click submit.

More info here:

Understanding tasks table "closed" states

[Nickels]

I ended up opening a ticket with HI. They got back to me and explained that this was expected behavior. They stated that,

"I apologize for the delay but it is an expected behavior. The Active condition is being picked up from the state of the parent. For example in your Production instance PRJTASK0010603--> has a state of Closed Complete but if you see, it has   a parent project "O365-SharePoint Online Migration" which is still work in progress and hence active.

This indeed seems like slightly confusing and if you suggest, I can create an enhancement request on your behalf to address this in our future release."

So I think I am going to add a filter onto our "My Work" gauge on the ITIL homepage that removes the status of Closed Complete.

[mikemorales]

We were on Helsinki and never had this issue.   We just upgraded to Jakarta and are now also experiencing this issue and I too have opened a ticket with HI.   I do not see how having an active Project could require that the closed complete project task be active.

This is occurring to us randomly and not all projects that are active are having their completed inactive project tasks updated to an active = true.   Although I know I can update the filters, this still represents inaccurate data.   Along with having Performance Analytics, we would probably have to adjust indicators as well.

I know this thread is a bit old, but if anyone has any updates, I would greatly appreciate it as I await results from HI as well.   Whatever result I get, I will also update this thread.

thanks,

mike