Changing the approver of the RITM, Flow is not moving forward to generate the task.It causing issues

[smiley4]

Hi,

We have an issue in ServiceNow. Due to absence of users managers, they are requesting to change the approver of the RITM's. After changing the approver, flow is not moving forward to execute the further steps i.e., generating task. When we check in the flow context, it is showing "waiting" at the approval stage.

Due this we are creating task manually and closing the task, RITM & request manually. we need to generate the task automatically after changing the approval.

Can anyone help me on this to find the solution. It will be very helpful.

Regards,

RaniGowri.

[Josh Pirozzi]

Hey @luffy3478,

It is necessary for Flow Designer to recognize if an auto-populated Approver is updated OR if you add a different Approver to the RITM, and if Approved continue on with the remainder of the Flow.

It was a recommended addition from NowSupport at some point late last year when we upgraded to Tokyo and then we've still seen it to be necessary in Vancouver. Perhaps it won't be necessary in Washington and beyond?

Thanks,

Josh Pirozzi

[luffy3478]

Do you have the script or update set handy? We also face this issue for some old flows. Did not get enough time to fix them. Else, i will reach out to ServiceNow for support

[Josh Pirozzi]

Hey @luffy3478,

We didn't have a script or update set provided to us. It was more of a manual effort to update all Flows and reprocess as needed.

[smiley4]

Hi @Josh Pirozzi 

I have tried by adding the manual users condition in the ask for approval action.

I have submitted the request, it went for manager approval. I have changed the manager name with some one. Set the as requested and approved the request. Now task is not generating still it is showing waiting at ask for approval stage. Please help me. Please refer the below attachments 

[Josh Pirozzi]

Hi @smiley4, 

Do you have a 'Look Up Record' Step after the Approval Request Step in your Flow? What we typically do is:

1. Approval Request Flow Step
2. Look up Record Step: Search for RITM Where SysID IS SysID of the Trigger
3. If Flow Step: Add a condition for If the Approval State is Approved
4. Create Catalog Task Step

Hope this helps!

Josh Pirozzi