Workflow not triggering on request

Mike S3 · ‎01-05-2021

Hi ,

I created a workflow that is supposed to run on a sc_req_item but it doesn't look like its getting triggered correctly. I've attached a copy of my workflow , there aren't any errors when I validate it and it is linked correctly to the servicenow request.

I've also noticed that when I try to view the workflow context it says there is no records found and the status for the request approval is stuck at "Not Yet Requested".

Thanks !!

DirkRedeker · ‎01-05-2021

Hi

When you create a Workflow, that runs on the "sc_re_item" table, this workflow will be fired with the Requested Item being created.

To do so, you need to reference THAT Workflow in the Catalog Item, that you are going to request.

This Workflow will NOT fire, just based on the Request being created. It will be fired as soon as the Requested Items (based on that specific Catalog Item) are created.

And the creation of the Requested Items will only be created AFTER the Request was approved.

Please review your setup and let me know.

Let me know if that answers your question and mark my answer as correct and helpful.

BR

Dirk

View solution in original post

DirkRedeker · ‎01-05-2021

Hi

Yes, I mean that what you showed in the Catalog Item in your screenshot.

Can you please share a screenshot from the Requested Item, after you checked out?

I would like to see if there is a Related Link for "Show Workflow".

As long as THAT Related Link is NOT visible,the Workflow did not start yet.

THat may be caused by an early stage of the Workflow on the Request.

Also to share a Screenshot of the Request itself after Checkout will help with further investigation.

Let me know, please.

BR

Dirk

aksh3 · ‎01-05-2021

Hi Mike,

Usually RITM workflow triggers when the catalog item is submitted. But do you have any starting condition for your workflow

Did you check the workflow context whether workflow triggered or not. if not then any error in system logs.

Moreover please follow the attach Link for the resolution of your query.

Service catalog request item - Unable to start workflow

Mark ✅ Correct if this solves your issue and also mark ???? Helpful if you find my response worthy based on the impact.

Regards,

Akshay

Mike S3 · ‎01-05-2021

Hi Akshay ,

It's set to always start , it doesn't look like the workflow is getting triggered at all since there isn't any workflow context . I also didn't see any errors in the system logs.

Mike

sachin_namjoshi · ‎01-05-2021

You need to check your workflow conditions which is responsible for triggering workflow.

Regards,

Sachin

Mike S3 · ‎01-05-2021

Looks like the workflow is triggered when the REQ approval status is = approved . Would this have to be defined within the workflow?