Will the copy story button added to the list view also copy catalog tasks?
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3 hours ago
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2 hours ago
Ahoy @Lisa Miller,
What happens after you click a button or where it is enabled and for whom, it all it depends on configurations of that button (UI Action).
Share your UI Action to review or test it by acrtion. Click the button and see what happened, you can use PDI or non-PROD instance for that.
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2 hours ago
Hi @Lisa Miller
You can add a "Copy Catalog Task" button in the ServiceNow list view by creating a custom UI Action, similar to the existing "Copy Story" or "Copy Project" functionality available in other modules. Technically it is feasible.
However, this approach is generally not recommended because the copied task would become a manually created sc_task, which is typically not associated with any SLA.
Why this approach is usually discouraged
- SLA Misalignment: Manually copied tasks would not be associated with any SLA
- Workflow Impact: The parent Request Item (RITM) will not recognize the manually created task as part of its workflow, meaning the request could close without waiting for the task completion.
- Reporting Inaccuracy: Operational metrics such as resolution time and task performance may become unreliable because the task was created outside the standard catalog workflow. These manually created sc_task records can appear in missed SLA reports
- Catalog Variable Issues: Catalog variables often do not copy correctly without additional scripting, which can leave the copied task missing important contextual information.
