Workflow not firing from catalog item

kenneth2k1 · ‎09-15-2015

Hello:

I have a catalog item called "Application data fix" which has a workflow attached to it.

However, when I create a RITM from this catalog item, the workflow doesn't fire, because I get no "Show Workflow" or "Workflow Context" links on the RITM. What sorts of things would make the workflow not fire, even when it's directly attached to the catalog item like this?

Thanks,

Dan Hinrichs · ‎10-09-2015

I saw the same thing when I was moving things to a new instance. The "Service Catalog Workflow" on the sc_request item was missing, so I captured it in an update set on an environment where it existed and applied it to my new environment. After applying it, the workflows on catalog requests fired as expected.

Since a REQ is the parent item of an RITM, that item's workflow needs to complete before the child workflow fires (just like what Dylan said above).

View solution in original post

davidkeen_snow_ · ‎09-15-2015

I'd suggest looking into the Workflow Properties. Make sure it is Published, running on the right table, and if there is a Condition met, that it is being matched.

kenneth2k1 · ‎09-15-2015

Thanks for the reply. I didn't think that the workflow needed to be published for it to fire, but I made sure it was anyways. It is running on the sc_req_item table, but where do I confirm that the catalog item is set to create on the requested item table?

The other thing that is confusing is that this is in my DEV environment, but there is an identical catalog item and workflow in production that works just fine.

It's a fairly simple workflow:

davidkeen_snow_ · ‎09-15-2015

The catalog item does generate RITM records on the sc_req_item table, right? The only reason it shouldn't is if it's actually a Record Producer. That looks good to me, not sure what else might be preventing it from executing. Might be a good idea to check in with support on this, it doesn't look like anything is wrong with the configuration, and they should be able to investigate in more depth if they can access the instance. Sorry I don't have a good answer for you!

kenneth2k1 · ‎09-15-2015

Correct, the catalog item does create records on the sc_req_item table and it's working for that, it just doesn't fire the workflow. Thanks for your help either way. I will contact SN and when I have a resolution I will report it here.