Triggering RITM workflows

[josh_tessaro]

We are not interested in doing any request (sc_request) level approvals at this time as everything will be approved at the Item (sc_req_item) level. We are starting to impliment workflows for some of our more complex items and are finding that the RITM workflow will not kick off until an approver/approval has been associated with the parrent request and marked approved. Simply changing the approval and state of the parent request does not seem to trigger the workflow of the child RITM.

I tried to find business rules/workflows that are making additional changes to either the parent Request or the child RITM when the Request approval is set but I could nt find anything. For context we are working toward implimenting a two step order guide (1. network account, 2. access items) using http://www.servicenowguru.com/system-definition/order-request-items-order-guide/

Can anyone shed some light on what we should be doing at the request level to trigger the child RITM workflows on Request submission?

[Uncle Rob]

Lets start with the obvious one... does each Catalog Item have a workflow populated, or a are they still pointing at the default execution plans?

Second, it sounds like there may have been modifications to your Request workflow.   You can try just short-circuiting that workflow so Start links directly to End, bypassing all approvals.   The confusing bit is that your Request Items will still always have an opening stage called "Approved", which has been driving us all nutty since day one.

[josh_tessaro]

So we are actaully a very rare case in that we are an Exress to Enterprise upgrade so our existing items are configured via execution plans and are functioning as expected. We are now implimenting some more complex scenarios now that workflows are available and are running into this issue.

I am a bit concerned that our default workflows are different then OOB Enterprise as we do not have a workflow called Service Catalog Request.

Is there a business rule that would watch for this workflow to end the kick of the workflows of the child RITMs? What I am asking is if the Request workflow (all it has to do is end) is not starting the RITM workflows then what is?

[Deepak Ingale1]

Cascade Request Approval to Request Item

Check if you have this business rule in your instance.

Below one is commented description of BR

/**

* The Request has been approved, rejected or cancelled.   Propogate this state

* change down to the request items.

*/

[josh_tessaro]

We do have the business rule. (EDIT) It looks like the business rule is simply incrementing the RITM stage for the workflow or delivery plan depending on what it is using to get it started.

Is this something we could do without waiting for request approval or is this a bad idea?

Also is Delivery plan the old term for Execution plan?

[Deepak Ingale1]

Hi Josh,

ServiceNow's workflow driver catalog management is based on three layered approach.

REQ, RITM and then Catalog TASK. I will hesitate to do any modification in this business rule before I consult some experts on this (Which I am not   ).