Transfer Order Lines Remain in Draft State and TOL Tasks Are Not Generated After Catalog Order - Support and Troubleshooting

Transfer Order Lines Remain in Draft State and TOL Tasks Are Not Generated After Catalog Order Issue .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When ordering hardware via the Service Catalog, Transfer Orders (TO) and Transfer Order Lines (TOL) are created successfully but remain in Draft state indefinitely. No Transfer Order Line Tasks (TOL Tasks) are generated, and no error messages are displayed.

Symptoms .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } A catalog request for a hardware item creates a TO and TOL, but both records stay in Draft state The TOL's related list for TOL Tasks is empty — no tasks are created at any stage (Ready for Fulfillment, Ship, Receive, etc.) The "Request" UI action does not appear on the Transfer Order No error messages or log entries are visible at the default log level Manually adding a Delivery Date to the TO does not trigger task creation Facts .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The system property com.sn_itam.enable_flow_designer.transfer_order_line controls which task-creation path is used: the Flow Designer path (new) or the legacy Workflow Engine path The Business Rule Transfer Order Line Flow Trigger fires on TOL insert but is wrapped in a condition that checks this property — if the property is false , the rule exits silently with no error A fix script called TOL Workflow Deactivation is intended to set this property to true during upgrade or fresh install, but will intentionally leave it false if a customized legacy TOL workflow is detected If the fix script never ran AND no legacy workflow is active, both task-creation paths are simultaneously inactive The property's default value is false Release .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Hardware Asset Management (BAM/HAM) — applicable to instances where the asset management plugin was activated or upgraded and the fix script TOL Workflow Deactivation did not execute

Cause .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The system property com.sn_itam.enable_flow_designer.transfer_order_line is set to false (its default value), and no active legacy TOL workflow exists to serve as a fallback. This leaves both task-creation paths inactive simultaneously.

This state occurs when the fix script TOL Workflow Deactivation — which is responsible for enabling the Flow Designer path and disabling the legacy workflow — did not execute during plugin installation or upgrade. The fix script may not run if the plugin was activated after its eligibility window, or if the upgrade sequence was interrupted.

Resolution .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Step 1 — Confirm the root cause

Run the following in Scripts - Background:

javascript gs.print(gs.getProperty('com.sn_itam.enable_flow_designer.transfer_order_line')); If the output is false or null , the property is not enabled. Proceed to Step 2.

(Suggested screenshot placement: Scripts - Background showing the false output — include in this section)

Step 2 — Enable the Flow Designer path

Before enabling, confirm no active customized legacy TOL workflow exists:

javascript var gr = new GlideRecord('wf_workflow_version'); gr.addQuery('table', 'alm_transfer_order_line'); gr.addQuery('published', true); gr.query(); while (gr.next()) { gs.print('Version SysID: ' + gr.getUniqueValue() + ' | Name: ' + gr.getDisplayValue('name')); } gs.print('Total active TOL workflow versions: ' + gr.getRowCount()); 0 results — No legacy workflow active. Safe to proceed. 1 result — If the sys_id matches f1bf2a05e7c133009a610558d2f6a94b , this is the stock workflow. Proceed. 1 result with a different sys_id — A customized legacy workflow exists. Do not change the property; investigate why the legacy workflow is not generating tasks separately. If safe to proceed, set the property:

Navigate to System Properties and set com.sn_itam.enable_flow_designer.transfer_order_line to true .

Or via Scripts - Background:

javascript gs.setProperty('com.sn_itam.enable_flow_designer.transfer_order_line', 'true'); gs.print('Property set: ' + gs.getProperty('com.sn_itam.enable_flow_designer.transfer_order_line')); Step 3 — Backfill TOL Tasks for existing stuck TOLs

Run the following in Scripts - Background to generate missing tasks for all non-cancelled TOLs currently in Draft:

javascript new TransferOrderLineTemplateTaskAPI().createTasksForInflightTOLs(); To target a specific TOL only:

javascript var tolSysId = ' '; // Replace with the actual TOL sys_id new TransferOrderLineHandler().triggerAction(tolSysId, 'draft'); Step 4 — Verify

Submit a new catalog order for a hardware item and confirm that a TOL Task appears in the TOL's related list immediately after the TOL is created.