Change Management Flow

[akhilaanil]

I am facing some issues in change management flow. In the DEV environment, all process is working fine. In the Production environment I am facing issues with the following scenarios.

1. Authorize to scheduled - All the change request approvals and cab approvals are done but then the state is not changing to schedule from Authorize state. It happens in almost all cases but for few it is working fine.

2. Scheduled to Implement - Even though the state is in scheduled after clicking on the implement button, state is not changing to implement (error message is showing related to CI) and end date has not passed. I have admin role, when I do the same procedure, I am able to complete the flow. But the ITIL users are facing the issue.

I tested it in dev environment and compared the flows, Ui policies, client script etc in dev and prod environment. I am not able to figure out what was the exact issue. Why this both instances are behaving differently?

[Rafael Batistot]

Hi @akhilaanil 

Thanks for the detailed explanation!

This type of issue in ServiceNow Change Management is common when DEV and PROD environments are not perfectly in sync, even if they seem to have the same workflows, client scripts, and UI policies.

Let’s break down your scenarios and possible root causes:

a) Business Rule/Script Action Problem:

• State changes like Authorize → Scheduled are usually triggered by workflow activities, flow designer, or business rules.
• Check if there’s any custom Business Rule or Flow/Workflow in PROD that controls this transition but has:
  
• Conditions that are too strict or
• Old logic or differences compared to DEV.

b) Approvals Data Integrity:

• Sometimes, approvals may appear completed but:
  
• Glide record checks in scripts might be expecting specific fields like approval=approved, cab_required=false, etc.
• A mismatch in field values may block the transition.

[akhilaanil]

How to check the approvals data integrity?