Requested Item Stage approved to request approved automatically in servicenow

[sasharma815]

I have a scenario where if i am sending a approval by custom action (using sysapprover_approval) table then the requsted item stage (sc_req_item.stage) is being shown as request approved why is this happening how can i prevent it from happening.   

[Dr Atul G- LNG]

Hi @sasharma815 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0996598

https://www.servicenow.com/community/itsm-forum/flow-designer-set-stage-to-request-approved-instead-...

[Rafael Batistot]

Hi @sasharma815 

Here’s what’s happening:

• The sc_req_item.stage field is automatically managed by the Request State Management (RSM) engine and OOTB workflow logic.
• When you insert an approval into the sysapproval_approver table for a sc_req_item, ServiceNow automatically listens to approvals through the “Approval Summarizer” logic and business rules.
• By default, when all approvals are approved (or if you manually create/insert one approved), the platform updates the stage on the Requested Item (sc_req_item.stage) → setting it to Request Approved.

So, in your case:

Because you’re using a custom action that still leverages the sysapproval_approver table, ServiceNow thinks the RITM has completed its approval process, and it moves the stage to Request Approved.