Different approval group generated after change reverted to new

[pradeepcm]

Hello Experts ,

 @nitingupta1     @Tanushree Maiti

@crowe1288greg   @Dr Atul - LNG 

@AndersBGS 

Iam Investigating  a change management approval issue .

Example Scenario:

  Lets assume  If filed A  = Yes The change should generate approval Group A.

If field  A = No the change should generate approval B.

*Create a Normal Change 

 *set field A = Yes

*create outage 

*Move the change change from New -> Assess

*Approval Group A is generated correctly.

*Revert the change back to New .

*Do not modify field A (it remained yes)

*Move the change again from New to Assess.

Issue :      :::     Instead of generating Approval A again, the system generates Approval B . mixing different business groups.

My questions :

1)Has any one seen approval evaluation change after a change isn reverted to New?

2)Are approval policies reevaluated differently after reassessment ?

3)Could previous approval records or approval context influence the second evaluation ?

which Tables or logs would be best to investigate ?

[Dr Atul - LNG]

Hi @pradeepcm 

From my experience, change management is not always easy to track, and it can sometimes look like the customer has customised the OOTB change flow when, in fact, they haven't.

In these cases, the only real solution is to dig into the change flow step by step and identify exactly where the behaviour is coming from.

The change flow can be quite complicated and, depending on the scenario, it can behave differently or even create issues.

So, buddy, I would suggest we investigate it step by step rather than making assumptions. We need to trace the complete flow and identify exactly which configuration, rule, flow, or customisation is driving the behaviour.