Two workflows getting attached when creating a Normal Change from an Incident

[sk59]

Hi All,

I have created a normal change workflow which gets attached on a specific condition once a change is created.

this is working perfect when change is directly created. But when a change is created from an incident it is attaching the default Normal workflow as well my custom workflow.

Any suggestions to fix this would help.

Thanks in Advance.

[sk59]

Create Change button is the OOB button available on the incident form. I could see some OOB scripts around it.

there is some Business Service for which it should trigger the new workflow. This is happening when I create a change from the left navigation directly without attaching the OOB workflow.

[Harsh Vardhan]

while clicking on "create change" button on incident record, the change request record hold that business service value ? 

[sk59]

No. It's an OOB button i did not modify anything.

As soon as I clicked on create change, a Change record got created with OOB workflow attached. 

[Harsh Vardhan]

there is some Business Service for which it should trigger the new workflow

As you have mentioned the above line , the new workflow will get created once there would be some business service available on change request record, so my question is, 

when the new record has been created it has the business service value which has been used to trigger the new workflow , if yes then you have to pass some new condition on your new workflow so it wont get contradict with other workflow 

[Mandeep Karan]

what is your custom workflow? Is it having condition which checks incident? Verify the condition for both OOTB normal workflow and your custom workflow in workflow properties and do the below.

1. You may need to review the OOTB and set the if condition matches to "Run if no other workflow matched". 

2. Set the order of custom workflow lesser than the OOTB normal workflow.

Regards,

Mandeep