Will the copy story button added to the list view also copy catalog tasks?

[Tanushree Maiti · Accepted solution]

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.

[Lisa Miller]

Tanushree,
Thank you for the response.  It is good to know that it is doable, if we wanted to development all of the associated flows.  I did not mean to select accepted approach on this one.  It is not an acceptable approach for us.  It's important for the sla to follow the task and also be recognized by the RITM.