Cab Workbench - overall question

[EricG]

Hello Team:

Although I've worked with SNOW for many years, my knowledge of the workings for the CAB Workbench is very limited.

Our company wishes to use the Workbench to run 2 different CAB Meeting.  One for a Technical Review/Approval and then Senior Management Review/Approval.  

The tickets are flowing from the New to Assess (once approval is requested) and Manager/Group Manager/Tech Review approves.   Then the ticket will move to the authorized state, where Senior management approves before the change moved into the "Scheduled" state.

I'm trying to determine "Why" on the CAB Workbench why the "Change Manager" approval is required.  
The workflow for Normal Change require a quorum of 5 or more people to approve/reject before the change moves to Authorized.  I've contacted HI on this with and got no clear answer on how to bypass the Pop-Up or remove CAB Manager approval requirement.

We can see the state move on the ticket, but when the manager clicks on the Next button a Confirmation message appears and you need to click Close before the next change appears in the window.  Should the Cab Manager click the approve button:

1.  First - It moves to Authorized and Tech Approvals are not required
2.  Last - then it moves from Authorize State and moves to Scheduled.  Bypassing the Final CAB.

When Final CAB meeting is run.   After the Senior Management members approve the Authorize Change ticket and the state moves to Scheduled, the cab manager can click the next button and move forward with no message pop-up.

I've reviewed all available fields and settings for CAB Definitions and can not figure out what to change.

I've even updated the Workflow for Normal Changes and removed the CAB Manager group from it.  but that didn't help.

Any help is appreciated.

[Dr Atul G- LNG]

Hi @EricG 

First, it’s not SNOW; it’s SN or ServiceNow. I went through your case, and I think the issue is due to two CABs in the same change. If I understand correctly, the change manager approval is coming OOTB from somewhere. Please check if there is any approval policy set, or check the same in PDI with the OOTB settings to see if it’s just the change manager approval. This might mean that the OOTB flow has something to do with it. I might be 100% wrong, but I tried to answer your query.

[EricG2]

Thanks for the insight.  I was able to bypass this, as the CAB Managers were being added to both Approvals.

Once Removed, the issue went away.  But this is posing some other potential "Business Process Issues".

But I think you are basically correct when you mentioned that it may be "due to two CABs in the same change".

I'll review in my PDI further.   If anyone else has run into this, I'd love to hear more.

[Dr Atul G- LNG]

Hi @EricG2 

Give a try in PDI and share feedback, we should not take hit on the business process.