How to fix group approval issue in service catalog requests?

[vibeebalachandr]

Hi everybody,

I am currently investigating an issue with service catalog requests. Here are the details:

A user submitted a catalog request for a non-catalog item. It went through the proper workflow and ended up for approval.

The person who the request was assigned to approved the request and from there it should have gone to the next stage but instead is stuck in the approval stage.

There are no more open tasks, yet the request is still stuck in approval.

I checked into the approvers, and it is a group approval. Yet the system is set up that once, one person in the group approves, the rest of the approvals are no longer required.

In the group approvers tab, it shows some of the approvers have been changed to "no longer required" and others as still "requested".

Also when checking the workflow context, the workflow executing activities tab shows that it completed the first approval, but is still running a second resource approver.

I am not sure why this is happening. I at first thought it was an issue with the workflow itself, but I am unable to determine where the break in the workflow is.

It was suggested by a colleague that this may be an issue with ServiceNow itself?

Does anyone has suggestions or maybe even possible fixes? Could it be an issue with the workflow or is it a system issue? or maybe something else?

Regards,

Vibee Balachandran

[manikorada]

Vibee,

Are you able to reproduce the issue ondemand?

[vibeebalachandr]

I have tried, but I while having some admin access. Do not have full admin access to reproduce the issue.

[randrews]

can you post the workflow and the script from the approval task it is hanging in... also on the one stuck if y ou can post the workflow for that item it might help

[Anthony_vickery]

I've experienced the same issue previously. I could never replicate the issue directly and the workflow contexts showed nothing untoward, yet it randomly reoccurred. To manually move the workflow on, I was marking the approval records as approved. In the end, I checked out and republished the affected workflows without making a single change and haven't encountered the issue since.

I also created a scheduled script to run each night identifying any records where the workflow context was at the problematic stage and hadn't progressed (but should have). It then marked any awaiting approvals as being approved with comments identifying which group member had actually approved the request.