Default Request (sc_request) workflow not running on some REQs?

ericjackson · ‎07-09-2019

When users are requesting items, certain requests do not run the 'Default' sc_request workflow.

The workflow is set to 'Run the workflow always' with no conditions, so my understanding is that it should run anytime a record is inserted in the sc_request table. The REQ records are being created along with their RITM child records, but neither workflow is being triggered. This is only happening on certain records with no apparent link between them. (Created by different users/roles, requesting different items, etc.)

Can anyone point me in the right direction to find/fix this issue?

ericjackson · ‎07-09-2019

I opened a ticket with HI and it appears to be a known issue after an London upgrade where a particular node can have the workflow engine NOT running, which is why only certain records are affected.

This is the known error article in case anyone else is experiencing the issue. You'll need to open a ticket with HI to have the node restarted.

https://hi.service-now.com/kb_view.do?sys_kb_id=53c14842db807b00f7fca851ca9619c2

Thanks for your help!

View solution in original post

Lukasz Bojara · ‎07-09-2019

Hi,

Check what Catalog Items are behind it and if they have workflow attached to them.

Kind regards,
Łukasz

Allen Andreas · ‎07-09-2019

Hello,

OOB, the request workflow runs first, then the req item.

If this is not happening, then someone on your end has changed something.

So your title says request workflow isn't running on some requests, but then in your post you're mentioning both the request nor the ritm workflow is running on some orders.

Can you elaborate a bit further one the items that aren't having workflows running?

What do the stages look like?

Can you show the catalog item and that there's a workflow associated?

We'd need a bit more information and screenshots to assist.

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ericjackson · ‎07-09-2019

Apologies, I was definitely too light on information on my original post.

Correct, we are following OOB in that the REQ workflow should be running first, then the RITM. I shouldn't have mentioned the RITM workflow as I'm relatively sure that it is not running due to the REQ workflow not running to update the state/stage for the REQ. **EDIT: I have confirmed that manually updating the request to an 'Approved' state causes the RITM workflow to trigger as expected. So the issue is solely that the request workflow is not running on all REQ records. **

Our request workflow simply marks the REQ as approved and ends. Because the workflow didn't run the items in question are in 'Requested' stage with 'Pending Approval' Request state.

REQ Example:

Catalog item has WF associated:

Request workflow:

Allen Andreas · ‎07-09-2019

Hello,

Ok...so from the screenshots you've provided...the workflow screenshot is running on the sc_request table, is that on purpose? Then the workflow that's associated with the RITM is an entirely separate workflow than the one in the screenshot?

Ideally...you'd want your workflow to run on the sc_req_item table as the Request workflow runs for all requests and you can edit (or copy and edit) the OOB one to just process through as approved, but it sort of works OOB like that today (except it looks for price < $1000).

So I'm unsure fully what you're doing as the screenshots aren't lining up?

Please mark reply as Helpful/Correct, if applicable. Thanks!

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