question Change approval policy - approval not set to 'no longer required' despite First response setting in Virtual Agent forum

Change approval policy - approval not set to 'no longer required' despite First response setting

Thomas — Fri, 29 Mar 2024 12:20:29 GMT

Dears,

The requirement is that there are multiple group approvals required when the CHG is in Authorize state. One approval per group is required (First response)

- Group A

- Group B

- Group C

I have added these as 3 separate decisions in the OOTB approval policy 'Normal Change Policy'. These answers have the following settings:

When testing this, the other approvals from that group are NOT set to 'No longer required' after one approval from that group was done. Even though, this is the expected behaviour. Only will it set the approvals to no longer required if ALL group approvals in that policy have been completed.

I have changed the order of the answers, no joy... Any other folks have this issue and how did you overcome it apart from modifying the flow? Is there any setting in the policy which I am overlooking here?

Thanks!!
Thomas

Re: Change approval policy - approval not set to 'no longer required' despite First response setting

abbasshaik4 — Sat, 30 Mar 2024 03:01:22 GMT

Hello @Thomas,

For similar kind of issue, please refer to the below link:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0863537

Mark my correct and helpful, if it is helpful and please hit the thumbs-up button to mark it as the correct solution.
Thanks & Regards,
Abbas Shaik

Re: Change approval policy - approval not set to 'no longer required' despite First response setting

Thomas — Thu, 11 Jul 2024 08:01:10 GMT

Hi Abbas, better late than never 🙂 sorry for my late response.

I raised a case with ServiceNow and they responded that if at least one user is a member of multiple approval groups which are generated in the same approval policy, the issue will appear.

So workaround would be to ensure there a no duplicate users in the generated approval groups.

Re: Change approval policy - approval not set to 'no longer required' despite First response setting

AysenurU — Wed, 09 Oct 2024 10:30:33 GMT

Thanks Thomas, this is exactly explaining the reason for my current issue. 😊

Re: Change approval policy - approval not set to 'no longer required' despite First response setting

Thomas — Tue, 05 Aug 2025 07:49:00 GMT

Great! Curious if the current release has fixed this as I can imagine that multiple use cases like this exist with other customers.