We received report from our service desk team that an employee put in a request from the Employee Portal for a new laptop.
He used the Service catalog and selected the item and it stated that the order was placed.
However, even though the Request and RITM were created, the Flow did not generate, so the request had no short description or assignment group.
In addition, the RITM did the same action and did not create a task
This is not a global issue as I tested ordering other items from the portal impersonating the same person and they worked just fine.
This did not affect those catalog items with the old Workflow and when I temporarily replaced this catalog item with the old workflow it worked fine.
It also now prompts the requester before placing the order:
So this is a new issue and we need to find out why this is happening on just selected items using Flow Design.
Did the test tickets in our Test instance, which is on Washington DC Release.
The error happened on our Production instance, which until mid-August, is on Vancouver Release.
Thanks!
Looks like the flow is configured to Run as User who initiated the session. When you run a flow like this, they are restricted by ACLs, so a user with no roles would have no access to do pretty much anything. This also explains why you are getting different results based on what user with different users who have different roles you are testing it with. If your flow needs to execute, regardless of who is causing it to trigger, then you need to change it to Run as System User. Go back to your flow, click the three dots and select Flow Properties like the picture below.
Change Run as to System User. This will then run with the elevated privileges it needs to execute.
Looks like the flow is configured to Run as User who initiated the session. When you run a flow like this, they are restricted by ACLs, so a user with no roles would have no access to do pretty much anything. This also explains why you are getting different results based on what user with different users who have different roles you are testing it with. If your flow needs to execute, regardless of who is causing it to trigger, then you need to change it to Run as System User. Go back to your flow, click the three dots and select Flow Properties like the picture below.
Change Run as to System User. This will then run with the elevated privileges it needs to execute.
When I did this, it saved it, but then when I went to activate it so I could create a new request, got this error message:
So I went back and elevated my role and then went back to activate the flow design - no issues.
I will randomly do some other ones to verify this is what is needed, but you may want to add that the admin needs to elevate role before doing that action...
