Service Catalog Approval workflow "not yet requested"

daved999 · ‎07-24-2019

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 · ‎08-02-2019

Further development... the user field in the workflow was not displaying the correct value because the "AD Display Name" in the sys_user table was set "true" in the display value. Setting this to false reveals the correct value in the "when to run" form:

Condition approval=not requested^EQ

According to Service Now, an OOB sys_user table should have no display values set to true.

This doesn't really help me resolve the issue, but at least I can now see the actual contents of the field, which may help troubleshooting why the workflow is not starting.

daved999 · ‎08-07-2019

Continuing on... I have checked the system log and it appears that although the Department Manager is being successfully saved to the catalog item, it is not populating the approval field. From the script I included above, I was under the impression that simply checking the advanced script option meant that an approval was mandatory and that "not requested" was not even a valid default value?