A few Normal Change Request state getting reverted back to New state after peer group approval

[rin1]

Hi all,

We have been facing issue with 'Normal' change workflow. When the change is approved by the peer group, it should move to CAB approval but unfortunately CAB approval is getting cancelled and the state is reverting back to New state.

I am not sure how to trouble shoot this because the workflow looks fine, I couldnt reproduce this issue in Dev. Also the issue is not occurring for all change requests, its happening only for a few changes. Randomly CAB approval is getting cancelled.

We recently upgraded to San Diego and facing this issue after the upgrade. Any body has faced these type of issues? or Any suggestions for troubleshooting would be much appreciated.

Thanks,

Rini

[Mike_R]

Are you using legacy workflow or Change Approval Policies?

[rin1]

Yeah we are using legacy workflow. Workflow shows CAB approved but in the related list it says cancelled.

Thanks,

Rini

[rin1 · Accepted solution]

So that was a know error after San Diego version upgrade. Change process was broken after the upgrade. Anybody facing the same issue kindly check the below article for solution.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1116263

Thanks,

Rini

[Mara6]

@rin1 we are facing same issue in our instance I have applied the solution propposed in this link and still getting this behavior, do you or anyone have another ideas to solve this? We are using Tokyo Patch 1