Normal Change Workflow, Defer to CAB from Technical Approvals

[Michael Brady]

Hello all, 

I am hoping to that someone can help me out, and it must have been done before. I am trying to create a defer to CAB option from an approval request. 

I am struggling to progress a workflow, i have created a new condition in the Technical Approval options. The Approved and Rejected conditions work fine, but i added another option called Deferred to defer to CAB as opposed to rejecting it back to New. Attached is a screen shot of the Workflow, 

I created a new option in the approvals state called Deferred - matched it to the condition so that i could select an option to approve. I am sure i missing things, as i cannot get the condition when selected to move to the next part of the workflow. What am i missing please? 

[Dr Atul G- LNG]

Hi @Michael Brady 

Thanks for update and clarity. I will say don't add this state, better update in change policy and from there drive this.

[Michael Brady]

Hello Atul, 

Thank you. I have never seen the policies before (surprisingly) so are these OOTB as they are? or are they created by the changes I've made in the workflow? 

How would i use the change policy to achieve what i am looking for please? 

[Dr Atul G- LNG]

Hi @Michael Brady 

Change approval policy are fully OOTB. In workflow / flow we need call these.

This video will help you

https://youtu.be/ZagkeAE0dc8

[Michael Brady]

Hello Atul, 

I have gone through all the above now, and unfortunately it is not providing me what i am looking for. Essentially, i have added a defer condition to my technical approval, to give the option for the technical approvers to either approve, reject it completely or defer it over to CAB. Adding a condition is easy, and i added the approval option deferred into the state menu to select approve & rejected etc. I just cannot get the defer option to move forward the approval, and the change request is still in a requested state. 

This is my only conundrum really. Essentially how do i make a new conditions on the flow operate the expected behaviour.  

[Dr Atul G- LNG]

Hi @Michael Brady 

Thanks for update. 

https://docs.servicenow.com/bundle/washingtondc-platform-administration/page/administer/state-model/...

Have a look here also adding tech experts here, @Sandeep Rajput  @AshishKM to help.

What i think, we need to update our flow, and also the BR which move our change to next state. If you provide snippet of flow , we can help more.