Change request is skipping Authorize state while CAB approval is requested

[Vdevmat33]

Hi Team,

Recently i have came across a scenario where Authorize state is skipped while CAB approval is requested for a change request.

The issue is only occuring in production instance and works fine in other lower instances like DEV and QA

There are similar scripts and configurations in all the instances. We are using a customized workflow where there is an activity which sets state to authorize and moves to next activity requesting CAB Approval.

The workflow activity shows as finished but still the state is not transitioned to authorize.

Could someone help me understand, what could be the possible reasons for this behaviour and how to fix it.

Thanks

[Sanjay191]

Hello @Vdevmat33 

You are setting the state in workflow right ? but did you check the change state model for the state transitions .
Please check the State transitions.
If you found this helpful, please give a thumbs up OR mark it as the solution. Thank you!

[Dr Atul G- LNG]

Hi @Vdevmat33 

Practically, changing a flow or workflow can sometimes be complicated and difficult to troubleshoot. One possible reason is a change in the approval policy concerning risk. For instance, if the risk is low, a step might have been skipped.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0863648

[Dominik Simunek]

Can you share a screenshot o your workflow or a least the impacted part? Can you look into the audit (History>List) to see what happened to the CHG when it goes through your action?