change request not moving to scheduled after attaining approval percentage

[ihabeeb]

Hello experts , 
In my service now instances while creating a normal change request it has to go through 2 stages of approvals . In the first approval only any one from the assignment group is needed to approve to go into the second stage . On the second stage , if the approval percentage from CAB group is 50% or above the change request should be  moved to scheduled .   
On our case the first approval is working as expected . The second approval is also working as expected , except on one case ;  when a member of CAB group is also present in the assignment group and if he is the one who approved in the first stage , at the second approval stage the change request is not moving to scheduled even after 50 % of approval rate . 
We have a normal change policy to move the change to scheduled after 50% approval and a business rule to show the percentage of approvals pending in the top portion of change request . 

[James Chun]

Hi @ihabeeb,

That is odd, I tried to replicate the issue in my PDI but wasn't able to do so.

The configuration should be very similar to yours:

• First approval goes to the assignment group where the wait for is set to first resposne
• Second approval goes to the CAB group where the wait for is set to 50% of users
• One user (Abel in this case) is in both of the groups

After the first approval (by Abel), the second approval was completed when half of the members approved.

I have tested both cases where Abel approved the second approval and one without which resulted in the same outcome. Did you experience the issue when the user approves both stages of the approval?

Do you have some customization in the Workflow/Flow or in other places that could potentially have an impact on this?

Cheers

[ihabeeb]

Hi @James Chun ,
I have experienced the issue when the same user in the both approval groups and he approved on the first stage . when he is not the one , who appproved on the first stage there was no issues .
Also , I have a business rule to show the percentage of approvals in the change form . I have attached the screen shot of the rule on the query .