Normal change request process flow is skipping the "Assess" and "Authorize" stage and moving to "Scheduled" upon requesting for approval

[Paul26]

Description: When a normal Change request is submitted, the change state on the process flow, should show as "New" Assess. When approval further is requested (Technical Approval), state then skips "Assess" and "Authorize and jumps to "Scheduled" on the process flow

Steps to reproduce:
1. Type Change and select create new. 2. Select Normal change and fill out the change request detail. 3. Hit Save, at which point,  change state, on the process flow is "New" 4. Click on request approval and state skips "Assess" and "Authorize" and jumps to " Scheduled" even though an approval request is still sent to the Technical group that should normally approve . Change should have moved on to "Authorize" to allow for both the Technical approvals and subsequently CAB approval, before moving on to scheduled.

The process flow skip, is causing some confusion especially since the next stage after "new" should be "assess" then "authorize" before it moves to "scheduled" after CAB approval

[Voona Rohila · Accepted solution]

Hi Paul 

If the state value is changed then process flow moves forward 

Check process flows configured for change in Process flow module.

https://docs.servicenow.com/bundle/paris-platform-administration/page/administer/form-administration...

From your screenshot state value is scheduled so process flow is also set to scheduled.

Check the state field and how the field is updated( while sending approvals set the state field to your required field)

[Paul26]

Rohila,

Thanks for the response. Before now the stage would move from new, to assess - authorize, before goin on to scheduled. Now it just jumps to scheduled, and then it skips assess and authorize, missing two important previous steps.

[Voona Rohila]

Hi Paul 

Check your workflow or request approval UI action whether  the state value being set to scheduled? 

[Paul26]

Rohila,

Thank you. That worked.