Workflow is not getting triggered

[Learn SN]

Hello Experts,

I am new to service now and learning it by doing some exercises on personal instance.

Currently I am working on a service catalog exercise wherein requirement is :

• I need to create catalog item ( which is done) where user can request for application access.
• User can raise this request for another user as well , so I have user  field on the catalog form referencing to user table , whatever I select their should be set in requested_for field of request and requested item.
• once it is done , request should go for an approval to his/her manager

Catalog item is created, and I have  defined a  workflow ( on sc_req_item) , but the problem is that it is not getting triggered correctly.

• When I raise request , requested_for is set to correct value as I want. but manager is not getting set to correct value
• I see in workflow context that there is one more workflow getting triggered in sc_request table , I thought that workflow is not letting my workflow to run so I made that inactive.
• After I setup that workflow inactive, my workflow did not run at all. even requested for was not getting set as expected.

Can someone please help me with this situation ?

I am ready to take skype call if someone can please please help me on this ?

Regards!

[Allen Andreas]

Hi,

You'd need to leave the sc_request workflow as active.

As far as the manager not being set correctly, can you screenshot or share your workflow you made where it is supposed to assign that? We'd need to troubleshoot the actual thing you set, not disable other things.

The manager should be defined on the users profile (sys_user)?

So in the workflow you'd need to dot-walk to the requested_for.manager

[Michael Ritchie]

Agree with Allen and more context around "need to leave the sc_request workflow as active" comment.

The sc_req_item workflows do not kick off until the sc_request is approved.  Once the request is approved, a business rule called "Cascade Request Approval to Request Item" kicks in to broadcast the approval down to the child sc_req_items which will then start the workflow defined in the catalog item.

I wanted to provide this context because I lost many hours trying to figure this out years ago when I started working with ServiceNow.  I had also disabled the request workflow and my related requested item workflows were not firing.

If you don't need approvals at the sc_request level, just remove those steps from the workflow and go from start to approved to end.

[Learn SN]

Hi Michael/Allen,

Thanks for the replies and tis context. It is really helpful.

I have made request workflow active and request is approved but still manager is not getting approval request.

I have already given screen shot of how I have tried setting up manager but doe snot work.

Manager exists in user table too  and it is assigned as manager as well requested_for

Could you please help ?

Thanks!

Uma

[Learn SN]

Hi Allen,

Users

${request.requested_for.manager}

This is how I am assigning approver.

User for whom I am raising request has manager  as well.

Thanks!

Uma