Change workflow in Service operations workflow is triggering incorrect approvals

[Huma Naaz2]

Hi - Change workflow in Service operations workflow is triggering approvals to group members along with group manager, the approval has to be triggered only to group manager. The design is working fine in UI 16 but not working in workspace, do we need to add any condition to the workflow to execute properly in workspace.

[Dr Atul G- LNG · Accepted solution]

Hi @Huma Naaz2 

I doubt there is difference of execution in UI an WS, if still there, then change the flow and add a group.manager

[Huma Naaz2]

Hi Atul - Though this was not the solution but it gave me a clue thanks for the quick response.

[PavanJ]

Hello, @Huma Naaz2 , I facing the same kind of issue, State is changing to scheduled when we click on request approval UI action in SOW and can see work flow ia getting attched by skipping all the conditions and approval process,  but working as expected in Default view

1. I  customized normal change work flow on change policies and approvals in default view and  it is working as expected in default view,

customizations

1. If conditions 

2. peer review process based on assignment groups

3. Percentage of approvals in change policies

2.. When tested in through Service operational workspace, change is moving to scheduled state after clicking on 'Request approvals' UI action , when i see the additional details tab in sow, it shows change policy's attached but no approvals triggered.

3. When i checked the workflow it is skipping the change policy's and moving to scheduled state

4. Thought of removing 'New change request ' option in SOW but end up with how to guide user to change management from SOW, like UI action which directs to default view .

[PavanJ]

Yes, I have achieved this

Resolution Notes

1. .The Risk (U_risk) field is a custom field where the risk assessment value (Low, Medium, Major, Critical) is set using a UI policy

2. The Normal Change Policy decision configured on the risk assessment values.

   When creating a Change Request in the default view, the workflow correctly picks up the client-side value, and the process works as expected.

3. However, when creating a Change Request in SOW, the workflow fails at the Normal Change Policy decision. This happens because the SOW process retrieves the value from the server-side, and since UI policies do not save values server-side, the workflow does not get the required data.

4. To resolve this, I created a Business Rule to update the Risk (U_risk) field with the appropriate risk assessment value (Low, Medium, Major, Critical), ensuring the workflow functions correctly.

   Additionally, I activated the OOB Change Request flow instead of the existing workflow and customized it to align with business requirements.

Resolution Implemented Successfully.

Regards,

Pavan J