Some Change Requests have no Workflow connected to them

[alexg_]

Hello dears,

I have a strange problem that has been reported to me for few days ago - change managers were not able to close few Change Requests. So I took few examples and basically see that the CR has been arriving its final phase defined in the workflow, so the only logical thing to do would be to close the CR by filling in Close Code and Close Notes. This action should result to the closure of the entire CR, however - nothing is happening after save or update, the CR remains exactly where it was, but the information in Close Code and Close Notes has been saved.

I also noted that "Show Workflow" is missing from these CRs.. but the only condition I have in Workflow Editor for the Normal changes is Type = Normal

This was and funny thing - still is working, but there few CR with the above behavior. Anyone faced this problem before? CRs with "workflow missing" are pretty much random. All are Normal Change Requests and create date of them varies from 1 year to basically 1 week ago. In parallel there are many other Normal CRs without this behavior. So I can say that there is 95% possibility to be able to close a Change Request at this point, where 5% have no workflow assigned.

I run out of ideas, so any help is very much appreciated.

[Brad Tilton]

I would first validate that there are no workflows running by going to Workflow > All Contexts and making sure there aren't any for the records in question. Other than that I would look and see if you can find what these change requests had in common that might have caused the workflow either not to run or to be deleted/disassociated from the item. Did they have approvals associated?

[Michael Fry1]

Under Workflow app > Live Workflows >All Context module - can you find the workflow that was running for a CHG that it's not running now? (I assume it was running at one point since you have approvers) Open up the Context and look Workflow Activity History related list. That will tell you the steps it went through before it cancelled. This might help you figure out the step where it's getting cancelled.

[alexg_]

@Brad @Michael

I checked All Context and could not find any record there related to my example.

I will try to get the other number that is a bit more fresh from my customer, but thanks for this tip, will definetely help to identify the issue.

So far I couldn't find anything "common" for those examples, as said - those are completely random to me.

More than that - I could verify that the workflow I currently have on place for Normal CRs is 100% working, have done some extra tests and whatever I do with the CR at any phase of it - correctly been forwarded to the next step within my workflow.

[Shivam Saxena1]

Hi Alex,

Hope you are doing good !!

Can you please share the solution for this as I am facing the same issue and unable to find the solution.

https://community.servicenow.com/community?id=community_question&sys_id=f7d92caf1b2f0150a59033f2cd4bcbf5&anchor=answer_309cf26bdb6fcd1008bbdb85ca961956

Thanks.