Workflow not moving to next stage when state changes to need more information

Bijender kumar · ‎05-02-2023

Hi Team,

After adding a condition in approval workflow (Need more information) when the approver selects need more information the workflow does not move to next stage.

It is working fine when state changes to approved or rejected.

Regards,

B

Community Alums · ‎05-02-2023

Hi @Bijender kumar ,

If your workflow is not moving to the next stage when the state changes to "Need More Information" in ServiceNow, there may be several reasons why this is happening. Here are some steps you can take to troubleshoot the issue:

Check the workflow for any conditions or scripts that may be preventing it from moving to the next stage. Make sure that the conditions are properly configured and the scripts are running without errors.
Check the state model to ensure that the "Need More Information" state is properly defined and configured to allow the workflow to proceed to the next stage.
Verify that the workflow is properly configured to trigger when the state changes to "Need More Information". Check the "When to run" conditions on the workflow and ensure that they are correctly set up.
Review the activity log for the workflow to see if any errors or issues are being logged when the state changes to "Need More Information". Look for any clues as to what might be causing the issue.
Check any related business rules or script includes to see if they might be interfering with the workflow. Make sure that any business rules or script includes are not preventing the workflow from moving to the next stage.

Bijender kumar · ‎05-21-2023

Hi Sandeep,

As per service-now this is not possible, any other way we can achieve this. I think service-now needs to add this option in future release/version.

Regards,
b