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

[ericjackson]

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 · Accepted solution]

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!

[Allen Andreas]

Ah, didn't know you did an upgrade and weren't on the patch that it's fixed in?

Glad you got it resolved.