Custom Emergency Change Model - Flow approval always "approve"

[sbanc]

Dear community

I am struggling with the emergency change type and change models including approvals. I already implemented successfully change models for type "normal" changes including different approval policies according to the chosen change model.

At the emergency change model, I copied the existing flow "Change - Emergency - Authorize" and made the modifications for my custom change model. That means, I modified the trigger conditions to meet the custom change model and modified the flow action "Apply Change Approval Policy". After that, I saved and activated the flow of course.

Now when I create a Change request with the custom model attached, it won't run the custom created flow, not even the out-of-the-box one, but that's fine, since the model is not "Emergency". The change request then always automatically gets approved and progresses to the next state.

I tried to add the flow run trigger conditions to meet "stateCHANGESFROM-5" which equals "state changes from new". The flow now starts but gets immediately approved...

I have the same approval policy in place for a custom "normal change" model, and there it works like a charm. Of course I already modified the "Decision" filter condition to match the newly implemented change model, but it still won't work.

Do you have any idea, how to troubleshoot further, or what I am doing wrong?

Thanks

Simon

[johnfeist]

Hi sbanc,

Based on your description, the first thing to check is that whatever group you are assigning has members and if it does that they are appropriately licensed.  If those conditions are not met, the flow or workflow just takes it as approved.

Hope that helps.

:{)

Helpful and Correct tags are appreciated and help others to find information faster

[sbanc]

Hi johnfeist

Thank you for your response.

This is not the issue, as the same policy with the same groups and members works for normal change approvals. So the issue must be somewhere else.

Any other idea?

Thanks

[sbanc · Accepted solution]

Just in case someone else has the same issue in the future...

We did not disable the workflow feature with the sys_property "com.snc.change_management.change_model.type_compatibility". Therefore the workflow did also run in the background and was not having a valid approval policy assigned. The workflow then oversteered the flow designer flow and always approved the emergency change request.

Since we want to work with change models only in the future, we disabled the property and it now works like a charm!

[Praz]

I believe, better solution is,  Go to Change--> Change Policy --> Approval Definition, open specific definition and select 'Add user Approval' for the field 'Approval Action'