Hi,
I have an issue that seems to be out of the box. My company's change process requests multiple approval groups at upond CR submission. These groups may contain the same person in multiple groups for one CR.
The issue that happens is that if ServiceNow sees that you are an approver in more than one group it will see your approval as ONE overall approval, rather than two individual approval sets.
See the below screenshots where you can see I created two approval groups under one approval action in a flow. I also added in Help Desk group.
System administrator is in the test groups and user 1 is in helpdesk
You can see the 3 approval groups added:
Then in the approvers section you only see one approval for the system administrator who is the only person in both test groups.
If I got directly to the sysapproval_group table I can see all 3 approval groups.
However, when I approve the 1 approval for system administrator, it will also approve the other test group pending approval.
With my process at my company the approval groups indicate a seperate part of the process that has been completed, so all approval groups have to be isolated.
We did have a custom action created for this, but due to the upgrade from Tokyo this broke in our Dev environment. I am trying to fix this now but it is a massive script, so I am wondering if someone has come across this and has an easy fix.
I do not have this issue in my PDI.
Each group approval is treated as a separate approval. See example
Since you mentioned you had the issue with Change, have you looked into using Change Approval policies rather than configuring the approvals in the flow?
instanceName.service-now.com/chg_policy_approval_list.do?sysparm_query=active%3Dtrue&sysparm_view=
