Service Catalog Approval workflow "not yet requested"

[daved999]

Hi Everyone,

We have just attempted to restart using the Service Catalog which was developed several versions ago and it appears we now have an issue where a new SC request is not getting past the first approval step.

I have confirmed that the approval engine is turned off for request (sc_request) and I have verified the workflow is published.  The nominated cost centre manager (or "approver"?) listed in the catalog request never receives the corresponding sc request in their my approvals queue.

Here is the start of the workflow:

I have checked that all the catalog items are active and are pointing to the above workflow.  I don't have any scripting knowledge and really don't know where to go from here, so any suggestions would be greatly appreciated.  At this stage I'm thinking of deleting the workflow and starting from scratch.  Will any of this get easier in Madrid or New York?

Regards,

Dave

[daved999]

Unfortunately that didn't reveal the original value of the field.  I still can't work out why this field would be populated when you are running a script to do a more advanced selection.

Regards,

Dave

[daved999]

Unfortunately I haven't been able to determine why the workflow is not firing.  For some reason I can't find a table u_docs_manager but I'm unsure if this is just a variable that gets passed back to the sc_req_item table or if something is actually missing from my instance.

I get one warning when validating: ValidateTransitionOut which states "Requestors Department has no exit transition" but I'm not sure if this is related as it's the manager field which is required to be output, not the department.

It looks like I'm once again forced out to a 3rd party vendor for support... even the most basic functions in Service Now are costly... so frustrating.  You would think getting a requestors cost centre manager to approve a request would be a standard feature!!!

Regards,

Dave

[DirkRedeker]

Hi

In the picture above, you see only the "SYSID" of the user to approve.

Maybe that is the issue. When your transferred to functions, I guess, that User may exist, but with a different SysID.

So, please go to the approval activity, and add the user needed again to the activity.

I guess, you can remove the existing SysID, which points to a non existing SysID.

Note: The User is NOT referenced by name, but by SysID, so if the user e.g. "Max Master" is manually created on one instance, it may have SysID "ABCDE", when you create a workflow activity referencing "ABCDE". When you transfer the logic to another Instance, it still points to a user with the SysID "ABCDE", but if there is no user with THAT SysID, it points to "nothing".

We will figure out, don't give up!

Let me know, if that answers the question, and mark my answer as correct and helpful, please.

BR

Dirk

[DirkRedeker]

HI

Did my suggestion solve your issue, or are you still facing the problem?

If my answer made you happy, make me happy and mark my answer corrent and helpful, please.

BR

Dirk

[daved999]

Unfortunately removing the sys ID didn't resolve the issue.  The script is correctly storing the Cost Centre Manager variable, but the workflow won't fire.

Regards,

David