Change State Model Transitions is skipping states

[Dazler]

Hi,

I have a Change process that creates a change task and create approvals at the same time (I had to create separate Flows for this, based on different triggers).  The approvals and the change tasks are creating successfully, but the issue that I am having is with the State Model Transitions.

I have created 2 Change Model Transitions that need to move to the CAB Approval state after all Change Task are complete and All approvals are approved.

The problem that I am encountering is if all the approvals are completed first and then complete all the Change Task then the Change Request state skips all the way Review, bypassing our CAB Approval.

But what is unusual, if I complete all the Change Task first and then finish up all the Approvals then the State moves successfully to CAB.

Has anyone ever encountered this before?  Or have any idea how to fix this?

Is there a way to maybe create 1 transition script to check to see if both approvals and change task are complete? May be that might work.

[Tony Chatfield1]

Hi, my initial thoughts are it's more likely to custom flow\workflow or script (BR etc) that is causing the unexpected state changes as an alternate\unexpected path is followed, but without any details of your configuration there is no way for the forum to know whats going on. Are you able to update this thread with clear specific details of your flow(s), scripts and debugging\diagnostics?

[Dazler]

Hi @Tony Chatfield 

It is a little hard to put all the information in but I will try.

1st: I have a Change Flow that triggers when the Model is Normal and the State is Approvals (see Flow below)

2nd: I have a separate flow that triggers at the same time as the first if certain conditions are met (see Flow below).

3rd: I have state model transition set on my Normal Change Model.  It is an automatic transition, but both the conditions must be met.

When the normal change is created, it creates the task and approvals successfully.  So if all approvals are completed first and the Change Task are completed last, then I noticed that the Flow Engine Context that the system ran 1st flow again (see screenshot below)

I am unsure why this is.  But if I complete all the Change Task first and then the approvals, then it works fine.

This is their process and I have to have both approvals and Change Task during this state and it must be completed before moving to the next state.  I figure my issue is the 2nd flow and possibly having the evaluate change model.  Or it could be my model, but what I don't understand is why the system triggers the 1st workflow again if completing the Change Task last.

Any help would be appreciated.

[Dazler · Accepted solution]

Hi,

I spoke with ServiceNow and found out that this is an actual bug.  Here is the problem ticket PRB1512645.  The issue is if you are using the apply change policy action and you are having the approval go through a group with only 1 group member.

ServiceNow has said that this issue has been fixed an will be in the next patch update.

[SusanWinKY]

Hi - we're having a situation where the CR is skipping the Authorize state (your CAB Approval state). However, ours isn't caused by a single member in the group. We don't have access to PRB1512645. Do you mind copying the problem details here so I can review to see if that problem is also related to our situation?  Thank you.