Step based request fulfillment flow does not run

ed475 · ‎04-03-2025

I have set up a request item to use the Step based request fulfillment flow and added two steps:

1. authorise

2. create sc_task

When i request the item the flow 'Step based request fulfillment' does not run. It has no executions. I have confirm that it is active, and also confirmed that if I 'test' the flow against one of the unprocessed RITM records it runs successfully. The approval and task creation steps are both.

Does anyone have any idea why ordering the item does not trigger the flow execution?

ed475 · ‎04-04-2025

The workflow on an item will not run until the parent sc_request record is approved.

On my instance the approval engine was set to off for sc_request, and additionally not set as 'workflows managing approvals on this table'. This resulted in the sc_request getting stuck waiting for an approval that was never issued.

I switched the approval engine to 'process guides' for this table and it no longer requires approval at the request level, so the item flow now executes.

I don't know much about the approval engine so I still need to work out if it's better to use process guides, or to enable workflow managing approvals on the sc_request table, but at least it's working for now and I have a clear reason why it wasn't.

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ed475 · ‎04-03-2025

I've also copied the flow and used the copy instead. The copy also does not execute.

Shivalika · ‎04-03-2025

Hello @ed475

You have chosen the trigger type in the flow as service catalog only right ?

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket.

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Shivalika

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ed475 · ‎04-03-2025

Hi!

Yes, the OOTB flow is set to service catalog (and can't be edited). The copy I made has not been edited either.

Shivalika · ‎04-03-2025