Change Conflict records get deleted on clicking 'Request Approval'

[Ron Legters]

This customer has assigned an 'Ownership Group' for Blackout Schedules. The approvals at the 'Assess' stage are directed to the owners of any Blackout related conflicts. We create a CR, run the conflict checker, and there are conflicts against at least one Blackout Schedule, so we should get Approval requests for those owners. When I click 'Request Approval', though, the state moves directly 'Authorize', and when the page reloads, there are no conflicts listed on the conflicts tab. (or in the 'conflicts' table). If I click 'Check Conflicts' or change the dates by a few minutes and save, to re-run the conflict checker, the Conflicts come back.

Any idea what's going on?

[Community Alums]

Hi @Ron Legters 

You can verify the conflict property whether it's checked(true) or not.:

Run conflict detection automatically after changes to Configuration item, Planned start date, Planned end date or State when a change request is updated

hope this will help you solve the issue, if yes please accept solution and mark to helpful.

Thank You.

[Ron Legters]

Thank you for this reply, but this isn't the issue. Conflict checker is running just fine, it's just that somehow the existing conflicts get deleted when we click 'Request Approval'. Any idea what might be causing that?

[Bert_c1]

If you contact colleagues in the Support team, they can help you find out why you see that behavior. The UI Action definition doesn't help. 

[Sumanth16]

Hi @Ron Legters , 

Please refer below thread:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0851941

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Thanks & Regards,

Sumanth Meda