Workflow is not starting for certain users

[sharepointau]

I am new to a team of ServiceNow admin. I have been working on adding a workflow to run when a catalog item is requested and added to the request item table. After struggling to get it to simply run when triggered for a full day. The senior admin asked to run it, and then says "it's working with no issues." 

Me: WHAT?! So after showing him and others the trouble I was having they impersonated me and it wouldn't run then either. 

Question: What would prevent a user (with admin role) from triggering a workflow, for which another user (also admin role) can trigger it? 

NOTE: Roles: have been checked, it appears that all admin roles are equal, but if you know of a role characteristic that could cause this please share.

Thank you.

[kente]

Any deviations from OOTB functionality?

Any trigger on the workflow itself?

Or is it published in a blank version and the other admin is working on it? (don't know if that would fail tbh :))

Are the context field on the ritm empty? And what are the state and stage values?

I have experienced that sometimes a workflow wouldent start if multiple "complex" workflows were on the same REQ. HI's suggestion was a timer on the request which seemed to work.

[pavan9885]

Hi,

This might be your issue .

https://hi.service-now.com/kb_view.do?sysparm_article=KB0551184

Note:Please mark my answer correct/Helpful so it will be not be  wipped out from the community 

[sharepointau · Accepted solution]

Thank you for the feedback. Unfortunately, I was doing all of this correctly.

After many, MANY, tests we discovered the main Requested Item WF was checked out and the published version was busted.

SO, just as "have you rebooted" is the first step in troubleshooting PCs, "is everything published" should be the first step in troubleshooting workflows.

[kente]

As stated (ish) 😉   (helpful atleast)

"Or is it published in a blank version and the other admin is working on it? (don't know if that would fail tbh :))"