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Requested Item Stage approved to request approved automatically in servicenow

sasharma815
Tera Contributor

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.   

 

 

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2 REPLIES 2

Dr Atul G- LNG
Tera Patron
Tera Patron

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-...

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Dr. Atul G. - Learn N Grow Together
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Rafael Batistot
Kilo Patron

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.

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