Change Management, multiple in-series CAB Workbench workflow

[Punahele Tanne1]

Attempting to use multiple CAB Workbench meetings for a Normal Change Request process, which is as follows:

1. Change Request requested for approval (State:Draft to Assess)
2. "Technical Review", which uses CAB Workbench.  Upon approval, record updated (State: Assess to Authorize)
3. Manager approval, email notification/mobile push.  Upon approval, no record changes but workflow moves forward to...
4. "CAB Review", which uses CAB Workbench. Upon approval, record updated (State:Authorize to State:Scheduled)

Using State and manager_approval as flag/filters for CAB definitions, the filtering and listing works as expected.  However, in the initial "Technical Review" Workbench, clicking "Approve" moves the workflow forward in the record, but then clicking "Next" or "Finish" shows an error message (see attached) and then marks all the Change Requests as not being approved in the meeting record.

It appears that the CAB workbench is hard coded to only see an approved item as "State = Scheduled and Task Marked as Approved" so only the "CAB Review" workbench works as intended.    After deep diving UI Actions to Script Includes that appears to manage the process, to homepage templates for CAB Workbench, I'm lost and frustrated.  ITIL outlines recommendations for multiple CABs, but it appears that the CAB Workbench is only to be used once for the final rubber stamp on a single Change Request process.

This doesn't feel like a unique process addition.  Has anyone done multiple CAB Workbench meetings within a single Change workflow?  Any feedback is appreciated.  Thank you.

[rajesh9885]

Hello

Have you checked the workflow attached to the change, to see if there is anything pending?

Checking the workflow should give you some idea

[Punahele Tanne1]

Thank you for the response.

The workflow shows that the workflow immediately moves from #2 to #3.  But within the CAB Workbench, the screenshot attached to original post complains that it is not approved, even though the State has moved to the next designated, and the annotation underneath State on the Workbench Item detail no longer shows "Change is waiting for approval".

However, when viewing the Change Record as an ITIL role user, the annotation under State for "Authorized" is there.  This is probably because the Approval is still flagged as Requested.  If I were to add an Approval Action to set the workflow to Approved as it would when State moves from Assess to Authorize, the Workbench experience when clicking Next or Finish is the same.

[Paul Rosenbrier]

Hi,

Did you get this working, I am also looking at CAB Workbench, but when clicking "Approve" in workbench at the Assess Stage, it is taking the change through to Scheduled rather than Authorize.

Any feedback on this appreciated.

Thanks

[Punahele Tanne1 · Accepted solution]

So know that I'm flush with knowledge about a thing that I'd rather forget about, I'll share with you this link to how to create your own Change Request type which helped me figure out how to check the Script Include, workflows and cadence.

https://docs.servicenow.com/bundle/orlando-it-service-management/page/product/change-management/task...

And by the way, I'm rolling the entire Change Management app back to OOB.  Not fun.  But I hope the link above helps.