Approvers not showing up when using custom change model

[Anthony Santucc]

I am testing the use of Change Models in my PDI.  I created a Expedited Change model which simply skips the Assess state (New >> Authorize).  The out of box models for Normal and Emergency show the approvers for their associated states (Assess and Authorize for Normal and Authorize only for Emergency).

I set up my Model States exactly like the Normal model with the exception of Assess.

Any clues as to why I do not get a list of approvers for Authorize state? 

Note:  I set up a separate approval def and policy for Model = Expedited Change but that didn't work.

Thanks ..... 

[Jesper Hilde]

Hi @Anthony Santucc

I ran into sort of the same thing.

A things to check and consider.
- Your Model State Transitions: These need to match what you want. For example, setting the Model State Transitions under 'New'. Set it to move to 'Assess' with automatic transition, and the condition that you want.
Then, under the 'Authorize' Model State, create or modify the Model State Transition, so the record says 'From Authorize To Scheduled'. Then create a Model State Transition Condition, call it for example 'Approved by group'. Choose the type that suits you in the 'Requires' field, for example 'Task is Approved'.

- Check your Change Approval Policy. Make sure your Decision record matches the condition, that you just created above. For example 'Change request.State' is 'Assess'. Then create a Change Approval Definition record, in the 'Answer' field'. For example, 'Approval action' is 'Add group approval'. 'Approver source' is 'Approval Definition' and then choose your Group and fill out the rest.

- Next, now you need to create a Flow in Flow Designer for each state of your change model. You can take inspiration from the flow for the Normal change, 'Change - Normal - Authorize'. You can copy it, and change it so it suits your needs. Remember to change the 'Model' in the trigger to your new change model. The important thing, is that you use the flow action "Apply Change Approval Policy'.
Also check the available actions for change request, under the ITSM Spoke in Flow. Read more about it here:
https://docs.servicenow.com/bundle/sandiego-it-service-management/page/product/change-management/tas...

This is the OOTB flow for Normal Change, in the Authorize state

I hope this made sense and helps you on your way