HR Case got stuck in awaiting approval state

Yamini Athimuru · ‎01-30-2023

Hi All,

One of the user had created a HR Case from the navigator using "Create a New Case" module and entered all the necessary information on the required fields. After the case has been created it was stuck at "Awaiting Approval" state. No workflow had been attached or configured, also user can't able to resolve the case and there is no approvals tab on the related lists. Even we have checked in approvals table for the HR Case, there is no HR Case went for approval with that HR Case number.

Please see the attached picture the first activity that we have seen on HR Case on "Comments & Work Notes" tab

Please help me what is the issue will be ?

Thanks&Regards,

Yamini

SatyakiBose · ‎01-31-2023

Hi @Yamini Athimuru

You need to check the node log files to check the transactions that were triggered when the case was submitted.

That would help you know the chain of scripts that were executed.

It could be a configuration on the instance.

At this point, checking the node log would be the best option if the issue cannot be replicated on demand.

Note - If you download the node logs for the day, the timestamp of the node logs are in PST. So you will have to do a time conversion based on the created time for the case.

View solution in original post

SatyakiBose · ‎02-07-2023

Hi @Yamini Athimuru

From a admin perspective you will have access to node log and transaction log. But additional details from the bin log can be retrieved by ServiceNow Support team to give exact details og what made the approval field set the value as Awaiting Approval.

I would suggest you reach out to the servicenow support team.

RampriyaS · ‎01-31-2023

Hi Yamini,

Can you first check how the state of HR case got changed to Awaiting Approval, any business rule or flow is running behind? Check the logs and investigate.

And you can run the background script to change the state of your case and proceed for the temporary solution.

John Zhang1 · ‎01-31-2023

Hi Yamini,

This is the HR service -Approval Service activity configured on HR case 's HR Service form. The solution is to change HR state to "Ready" or "Working In Progress" and then save the change. You shall see Approver record under "Approval" related list.