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

[poyntzj]

We had this happen to us this weekend after a release and where MIM, Notify and Call Scheduling were also enabled.

There is a KB Article on this

https://hi.service-now.com/kb_view.do?sysparm_article=KB0779158 

For us, we have a workflow with the Approval - Group and we have an approval condition which is based on a script.  Our variable for answer is declared and while looking at the code it can only be '', accepted or rejected, somehow we had the sn_comm_management.CommunicationManageme message

When our change is raised if any of the Group Approvals met their group approval criteria we would see all Group Approvals have this message and the workflow stop.

The solution for us is to add this to the end of the script

if(answer != 'approved' || answer != 'rejected') {
  answer = '';
}

If you try to return anything else then you will have a problem on the Group Approval creation