Approval requested notification not being sent for custom created "New Change Request" application

[afofana]

I am trying to duplicated the current "Change Request" application for another organization to use.
So so far,
I've extended to the Task table, create the "New Change Request" application, build my form, copy all the business rules, client script, notification .. from the change_request table to new_change_request table.

I am having problem to fire off the "approval envents" business from my new change request form.

When a requestor submit a change in the "New Change Request" , a change ticket get created fine witht eh Approval field set to "Not Yet Requested" and a notification goes out fine.

So when the UI action "Request Approval" is click the Approval is set to "Requested" ,
a notification for Approval requested for was supposed to be sent but it doesn't.
Also no item get created under the Approvers table.

It looks like to me the "Approval events" is not getting fire off. Any idea what's wrong?

[cwilker10]

You need to make sure that the properties are correct on the workflow and at the approval is properly set up,I.e a valid user with an email address assigned.

-Chris

[benn23]

It sounds like your change management approval process is using Process Guides.
Find the 'Process Guides' module to see if that's accurate. There should be one in there that's acting off of the change_request table and should have a process step (related list at the bottom) that is pumping off the approval records when the Process Guide's conditions are met (more than likely 'approval == requested.'
If that's the case, you'll need to set a similar one up for your new 'cloud' table.
Also, if you want the Process Guide engine to run on your new table, you'll need to make sure 'Process Guide' is selected for your table under the "Approval Engines' module.
That should do it.

[afofana]

Thank you very much Ben. You are exactly right, just checked. My change request is using Process Guide.
My DEV instance is down at the moment. Service-now had a problem with one of their servers.

Once the DEV is up I will try it and let you know

[afofana]

Ben,

I've created a new Process Guide for the cloud table but it is not running.

There is a business rule "Add Approver If Process Guide running" on sysapproval_apporver table that is suppose to do the work.

Any idea?

[benn23]

Did you make the switch to your new table under the 'approval engines' module?