REQ cancelled, group approval "cancelled" but approval individuals showing "requested"

[johnnyw]

Hello,

We have a fairly simple ritm workflow for a catalog item with the first step being a group approval.   Once the group approval is approved , it moves on to a catalog task.

We allow the user to cancel their request if no longer needed or if opened by accident.   What I am seeing is that if for some reason the REQ was cancelled, the following happens:

REQ.Request state = "Closed Cancelled"

RITM.Status   = "Closed Complete"

RITM.Stage = "Request Cancelled"

Group Approval.Approval = "Cancelled"

However, the approvers who are part of the approval group are still showing "Requested".   I believe this would be out of the box functionality and I would think it should also mark each of these individual approval requests as "Cancelled" automatically.

Does anyone know what the OOB behavior is?   Is it a business rule that needs to be updated or does there need to be something in the workflow to

Thanks,

Johnny

[Pradeep Sharma]

HI Johnny,

You have to cancel the running workflow on requested item table when ever the req is cancelled. Please check section 3.14 for more info.

Workflow Script - ServiceNow Wiki

Please let me know if you have any questions.

[johnnyw]

Thanks for your response Pradeep.   Is this not something done automatically?   It looks like everything else (RITM, Group Approval) associated with the cancellation is getting updated with the cancel status except the User Approvals associated with the Group approval.   Can you confirm that this is expected?   I tested this in a demo instance and am seeing the same behavior as in my instance.   See my post below.

Thanks,

Johnny

[Chuck Tomasi]

Hi Johnny,

OOB, the approvals should be canceled if the request is canceled. See this business rule (substituting YOURINSTANCE for your instance name in the URL)

https://YOURINSTANCE.service-now.com/nav_to.do?uri=sys_script.do?sys_id=4272fc4d0a0a0b27003f173125ab...

[johnnyw]

Thanks for the response Chuck.

I looked at the business rule you mentioned and we have not updated it so it should work as is OOB.   I did find another business rule that doesn't look like is working and may possibly be the reason why the business rule you mentioned isn't firing:

https://INSTANCE.service-now.com/nav_to.do?uri=sys_script.do?sys_id=54899c6c0a6a803f44bd0be739dc906d

In my scenario, after I cancelled the REQ, the RITM was showing:

RITM:

Stage = "Request Cancelled"

Status = "Closed Complete"

I looked at the Group Approval on the RITM record and here are the values:

Group Approvals:

Approval = "Cancelled"

Status = "Open"

Based on this business rule: https://INSTANCE.service-now.com/nav_to.do?uri=sys_script.do?sys_id=54899c6c0a6a803f44bd0be739dc906d

It should update the Status (state) to '4' if approval = "cancelled".   I see that the approval is "cancelled", but this rule did not fire to change the Status when the REQ was cancelled.

If I manually get change the Approval value to "Cancelled" on the Group Approval, I see that Status changes to "Closed Incomplete" and the user approvals are now showing "No Longer Required".   Is there something with the Group Approval that is making the above business rule not recognize the change in approval?

Thanks,

Johnny