Workflow Stuck

[tiyasa]

Hello All,

In my service catalog item workflow, I check if the requester is the group manager of the group for which request is to modify or deactivate group.

If requester and group manager is admin, then there is no problem is workflow. But if requester and group manager is non-admin , then the workflow does not start at all (image below).

Please suggest. Thank you.

[kristenankeny]

Is this workflow that isn't triggering on the requested item or is the snippet you're showing above your request level workflow? From the stages, it looks like the request level is still pending approval, which means the requested item workflow won't start until the request level is approved.

[tiyasa]

Hi Kristen,

The workflow is the design on requested item and the second image below is of an example that the workflow doesn't trigger and is stuck. Yes, it looks like the approval hasn't started, but when I checked the RITM, there is no approval generated and neither can I see the "Show Workflow" link for the RITM to see the progress.

Ideally if the Requester is same as the group manager, then the approval should be automatic.

[tiyasa]

and to add to that, it is specifically for non-admin users. this is how the RITM looks when it doesnt work.

[kristenankeny]

Hi Tiyasa,

From the Requested item, open the request. On that record, you should see a "show workflow" - this is where you process is stuck. You should be able to see at what step it is currently stopped so that you can check that activity in the request level workflow. You can post images here of the request workflow that is running and the settings for that activity, if you aren't able to determine why the request workflow hasn't moved forward.