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!

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ericjackson · ‎07-09-2019

Yes. The workflow screenshots are the copied OOB Request workflow, and therefore should be running on sc_request. The RITM/catalog item screenshots can be ignored as I've confirmed the RITM functionality is working as expected, I was simply trying to give an example of a record that was not working.

So to somewhat start over:

The problem is that our request workflow, the one that would be expected to run on all REQ records, is not running on certain (as far as I can tell random) requests.

As can be seen from the screenshot above the workflow is set to run on sc_request with no conditions and I cannot figure out why it is not running on certain requests or where to look. I've confirmed that we have REQ records that do not have an associated workflow context (active or otherwise).

Allen Andreas · ‎07-09-2019

Is the other sc_request workflow still active? If you have two trying to run...they will conflict.

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

ericjackson · ‎07-09-2019

That is a good point. I checked earlier and the only active workflow I was able to find for the sc_request table was our modified workflow.

I was checking the wf_workflow table, is there somewhere else I should look to further check/confirm?

Allen Andreas · ‎07-09-2019

I mean the actual service catalog request workflow itself...did you set that to inactive?

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

ericjackson · ‎07-09-2019

Yes. There are only the two workflows related to sc_request on the wf_workflow table. The OOB, which I have confirmed is inactive through the workflow editor, as you indicated, and the modified one that is active.