Issue with Change Management Workflow and Approvals in ServiceNow

[SciTechCon]

Hello ServiceNow Community,

I’m currently facing an issue with the Change Management module in ServiceNow, specifically related to workflow automation and approvals.

Here’s a quick rundown of the problem:

Problem:

When creating Change Requests (CR) in ServiceNow, I’ve noticed that the approval process sometimes does not trigger automatically as expected. Despite having workflows set up for automatic approval routing, approvals seem to be stuck or require manual intervention.

Symptoms:

• Automatic approvals do not always route as per the defined workflow.

• Sometimes, the approval tasks don’t get assigned to the right stakeholders or get delayed.

• Approval timelines are not consistently followed, causing delays in change implementation.

Steps I’ve Taken:

• Double-checked the workflows for any configuration issues.

• Ensured that the Change Request Types and approval groups are set up correctly.

• Verified the notification settings to make sure that stakeholders are alerted on time.
  
  #ServiceNow #ChangeManagement #Workflow #Approvals #ServiceNowCommunity #Automation #ITSM
  
  

[Jan Raphael Caa]

You've mentioned the word sometimes. Do you have some screenshots of the workflow that you can share? Also, were you able to replicate this in a PDI?

[Dr Atul G- LNG]

Hi @SciTechCon 

Greetings!!

Change approvals are not always easy to manage. If you're lucky, everything works smoothly, but otherwise, there can be some ups and downs, making it difficult to pinpoint the issue. Are these workflows OOTB or custom? Try repairing the Change Management and Workflow plugins. If the issue persists, log a support case with the Now team.