Service Catalog Request Automatically Approved

[SathishKumJ]

Hi Community,

I am facing an issue with a Service Catalog request in my ServiceNow instance.

When I create a new Service Catalog request, it is automatically updated to Approved.

Request State: Approved
Approval: Approved

I checked the Approvers related list, but it is empty. I also checked the related RITM and could not find a corresponding approval record in sysapproval_approver.

I have not created any custom Flow Designer flow for this Catalog Item or request.

I would like to understand:

1. What configuration is causing the request to be automatically approved?
2. Why are both Request State and Approval becoming Approved?
3. Where can I check the configuration responsible for this behavior?
4. Is there any other place besides sysapproval_approver where I should check for the approval?
5. Could an existing Workflow, Business Rule, or out-of-box configuration be responsible?

Any guidance on how to troubleshoot this would be greatly appreciated.

Thanks in advance.

[AntharaS]

Hi @SathishKumJ ,

Have you checked the workflow context to ensure if any is workflow is getting executed?

[SathishKumJ]

Hi, yes. I checked Workflow → Live Workflows → All Contexts using the Request number, but there is no workflow context/execution associated with the request. So it doesn't appear that a  workflow is being executed for this request.

[OlaN · Accepted solution]

Hi,

Depending on the age of your instance, and what you have applied on upgrades, there is either an OOB Workflow (old solution) or a Flow (new solution) that auto approves all generated REQ if the price of the REQ is below $1000.

Search for "Service Catalog Request" in Flow designer or a similar name in Workflow editor to find it.

[SathishKumJ]

Hi, thanks for pointing me in this direction. I found the OOB Service Catalog Request Price Approval flow in Flow Designer. It has an explicit condition for Requested Item is auto approved with the description Requested Item is auto-approved as the price is less than $1000. My test request has a price of $0, so this appears to explain the automatic approval behavior. I’m now checking how the RITM approval is propagated to the parent Request.