Issue with Change Task Workflow: Rejected CAB Approval Directly Returning to CAB Approval Instead of

[naresh kumar]

Hi Community,

I am experiencing an issue with our Change Task workflow in ServiceNow. After a change request is rejected at the CAB approval stage, it should restart from the beginning and go through the Group Approval again. However, while the workflow context menu and show workflow display the correct sequence, the main form behaves differently.

When I click on "Request for Approval" after a CAB rejection, the change request directly goes to CAB approval instead of going through Group Approval first.

Any insights or suggestions on how to resolve this issue would be greatly appreciated.

Thank you!

[Dr Atul G- LNG]

Hi @naresh kumar 

Are you using OOTB workflow,  or did any changes ? The issue is due to workflow only, you need to check step by step the workflow, also try to log another changes and try to reproduce the issue.

[naresh kumar]

Hi Atul,

We are using a customized workflow for our change tasks. Could you please provide more details on what specific areas of the workflow I should focus on while checking step-by-step?

 I noticed that the workflow functions correctly in the show workflow and workflow context. The issue seems to occur only on the main form. Any insights on why this discrepancy might be happening would be greatly appreciated.

Regards,
Naresh.

[Dr Atul G- LNG]

Hi @naresh kumar 

This is one of the big issues in change. What i can suggest, try to compare the OOTB workflow with the new workflow only for rejection case. I am not dev, but from experience some time it is tough to find the issue in this case. compare and see buddy.