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

rin1 · ‎10-04-2022

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

rin1 · ‎10-11-2022

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

View solution in original post

rin1 · ‎02-07-2023

I would highly recommend you to raise a Hi ticket, they should be able to help you.

Rini

Rutuja7987 · ‎03-27-2023

We are facing same issue even after implementing fix suggested in kb.

Did you get any fix on this issue?

Rutuja7987 · ‎03-27-2023

Hi Mara,

Did you get any solution to this?

Mara6 · ‎03-27-2023

Hello yes now is fin our instance I have applied the solution described on this article and now is working

https://support.servicenow.com/kb?id=kb_article_view&sys_kb_id=5cbd0acfdb2e55143321db85ca961997