Approvers list is not populating on RITM form when request is submitted via Employee Center Portal

[ReshmaNarale]

Hi team,

I’m facing two issues in Flow Designer when requests are submitted via the Employee Service Portal:

1. When I submit a request through the portal, the Request and RITM records are getting created correctly, but approvers and tasks are not being created or populated on the RITM form. However, when I run the Flow in Test mode with the same RITM, the approvers and tasks do get created.

2. Additionally, upon RITM creation, it is automatically being assigned to a specific user, and the system logs show that the user has “self‑assigned” it (i.e., the assignment appears to be made by the same user). This is happening with all RITMs, and customer don't want this functionality.

I need help investigating the root cause and resolving both of these issues.

[G Ponsekar]

Hi @ReshmaNarale ,

1. Approvers and Tasks Not Being Created

The fact that the Flow works correctly in "Test mode" but not when a request is submitted via the portal indicates that the Flow is likely not being triggered or is being cancelled.

Investigation steps:

• Check the Flow Trigger: Navigate to the Flow Designer and open the Flow associated with your catalog item. Ensure the trigger is correctly configured to run when a Request Item (RITM) is created for your specific catalog item.
• Look for Flow Errors: After submitting a request through the portal, check the Flow context for that RITM. Look for any errors, warnings, or indications that the Flow was cancelled or did not complete as expected. You can find this information by navigating to Flow Administration > Flow Contexts and searching for the RITM number.
• Examine Custom Scripts: Review any Business Rules, Client Scripts, or Workflow scripts that might be running on the RITM table after insertion. A script might be incorrectly cancelling the Flow or modifying the RITM record in a way that prevents the Flow from continuing.

2. RITM Records Self-Assigning to a Specific User

The automatic assignment of the RITM to a user who appears to be "self-assigning" the ticket is not a default ServiceNow behavior and points to a customization or configuration setting.

Investigation steps:

• Review Business Rules: Check for any Business Rules running on the sc_req_item table. Look for scripts that set the assignment_group or assigned_to fields. The script might be incorrectly using the gs.getUserID() or gs.getUser() methods, which would return the current user—in this case, the user who submitted the request via the portal.
• Check Flow/Workflow Activities: Within the Flow or Workflow associated with the catalog item, look for an activity that sets the assignment group or assigned to user. An activity like "Set Values" might be incorrectly configured to pull the user from the Request or RITM record itself.
• Check Assignment Rules: Navigate to System Policy > Rules > Assignment Lookup Rules to see if any rules are configured to automatically assign RITMs based on specific conditions.
• Review "Before" and "After" Scripts: A script could be running after the RITM is created, causing the assignment. Check the order of execution for any custom scripts.

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Thanks, GP

[Ankur Bawiskar]

@ReshmaNarale 

so any assignment rule is setting that group?

what debugging did you do?

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