Request item automatically closed even manually created sc tasks are open

[Vasavi O]

Hi All,

In the Catalog Item, currently when the auto-generated SCTASK is closed, the RITM also closes. But the people who fulfill these Requests would like to be able to manually add more SCTASKs to the RITM.
As the Flow works now, if they manually create more SCTASKs, and then close the original auto-generated SCTASK, then the RITM auto-closes too - even if the manually-created SCTASKs are still open.

Please provide me any suggestions that what are the changes that needs to be done . Thank you.

[Dr Atul G- LNG]

Hi @Vasavi O 

• You can hide the "New" button on the SC Task-related list to prevent users from manually creating a new task.

• Additionally, educate the user that request management follows a standardized process. Creating manual tasks violates this process and can lead to issues.

As the Flow works now, if they manually create more SCTASKs, and then close the original auto-generated SCTASK, then the RITM auto-closes too - even if the manually-created SCTASKs are still open.

Atul': This is expected because no validation has been added for manual tasks. Practically, tasks should not be created manually in request management. You can add validation in the flow or workflow to prevent this from happening.

[Ankur Bawiskar]

@Vasavi O 

Manual tasks are not recommended.

How is the RITM closure happening now on SC Task closure? Any business rule or flow?

Your business rule of flow won't know if any manual task was created after RITM closure.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[PrashantLearnIT]

HI @Vasavi O 

You need to modify your workflow according to that.