OOB flow not triggering

[IB98]

Hi all,

I hope someone here can guide me in the right direction. I have copied the Normal Assess flow for change and deactivated it to try and create a solution for my requirement (requirement: to render the get all approvals approved/rejected before it goes to CAB. Currently, it goes to CAB as soon as the manager approves) . When the solution did not work I ended up activating the OOB flow and deactivating the copy. Now, my approvals for change are not triggering. When I test my record in the flow, it works and triggers the approvals. For some reason the flow trigger does not work. I did not modify anything in the OOB flow besides just deactivate/activate. 

PS. the cache.do was done as well with no luck.

Thanks for all the help/advice!

IB

[DanielCordick · Accepted solution]

I had this happen with a flow before, where your test works but doing a real scenario doesn’t trigger no matter what. What fixed this for me was resetting the trigger condition. (Clear conditions and put the exact same trigger conditions back in)

Hopefully works for you.

Please mark helpful or correct 🙂

[IB98]

the way I resolved it was to export the same flow from Test into Dev and that resolved the issue.

Thanks

[shloke04]

Hi @Ilvana 

What I have understood from your post above, that once the technical approval approves the record then only you need to CAB approval record to be generated.

is this correct? If yes, then this happens OOB , so my ask here is what was the need to customize the OOB flow here? 

Approval generated are controlled using Change Approval Policy and any change you should be doing there which is just configurations as per your need with no need to change the Flow.

Please refer to screenshots below from OOB instance:

1) Technical Approval are only generated during Assess state.

Link below for Technical Approval generation:

https://instance.service-now.com/nav_to.do?uri=sys_decision_question.do?sys_id=a436029db701230034d1da23ee11a989

Replace "instance' with your instance name.

2) Once they approve it goes to Authorize where CAB gets generated.

https://instance.service-now.com/nav_to.do?uri=sys_decision_question.do?sys_id=10284a9db701230034d1da23ee11a9c1

Replace "instance' with your instance name.

I would suggest you can activate back the OOB flow and remove the custom flow which you have created. Please make sure you do this first in a lower prod environment and test it before moving it PROD.

Refresh the cache again and then try. Also navigate to the Flow Table by typing "sys_hub_flow.LIST" in Application navigator and make sure it is disabled.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[IB98]

@shloke04 

Thank you so much! I do have one question that prompted me to copy and modify the OOB flow. I am trying to get my approvals set in order so that all technical approvals have to get approved before the manager approval is required. How can I do that? Also, do you know how the policy inputs are mapped. I have created a policy input but it does not trigger in the conditions, when set in a decision. 

In addition, I have fixed the trigger issue above by going to the test instance sys_hub_flow.LIST table and importing the xml into the dev instance. That seemed to fix the issue. Now, I do not want to mess with the flows but am trying to find a way to set the approvals to render in order via the change policy.

Technical(will be manual in my case) --> manager --> CAB

The manual approvals are in a custom list collector field that get triggered in the assess state. These can run from 1 to many. I do need them all approved before the manager gets the approval.

Thank you so much!

IB