Servicenow Certified System Administrator CSA · Free Practice Question Easy
Question 32
A fulfiller has completed all tasks for one of the items in a request, and the tasks are set to Closed.
What happens in the workflow?
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A
The request is automatically set to Closed Complete.
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B
The requested item is automatically set to Closed Complete.
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C
The requester is notified that the request is Complete.
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D
The requested item moves to the next phase of fulfilment.
Reveal correct answer
Correct answer: B
Explanation
The state closure in the request fulfilment process of a catalogue item depends on the status of the associated catalogue tasks, request items, and the request. Here is the state closure dependency between a catalogue task and RITM:
If all catalogue tasks are closed as Closed Complete, the RITM is closed as Closed Complete.
If at least one catalogue task is closed as Closed Incomplete, the RITM is closed as Closed Incomplete.
If all catalogue tasks are closed as Closed Skipped, the RITM is closed as Closed Skipped.
Therefore, when all catalogue tasks are closed, the parent requested item is set to Closed Complete by the workflow.
Note 1: This is applicable only for execution flows.
Note 2: When the 'Request lifecycle' option is set to request-driven, the assigned agent can complete and close the request once all the tasks in the request are complete. Also, a 'Close Complete' button is visible to the agent assigned to the request. The agent enters work notes before clicking Close Complete. When the button is clicked, the open task is automatically completed (if applicable), and the request transitions to the Complete state.
Diagram 1: Request fulfilment hierarchy showing the different layers for a sample request
Diagram 2: A request that contains more than one requested item with approval steps
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Subdomain: Service Catalogue
Difficulty level: Easy
Discussion
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