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

[johnnyw]

I just created an example in a ServiceNow demo instance and it looks like it is also behaving the same way there.   I created a simple Test catalog item and created the same workflow that I have in my instance.   I then cancel the REQ and I see that everything but the user approvals are cancelled.   Based on Chuck's comments, it should automatically cancel any user approvals.   What is wrong here?

RITM0010003

Impersonate ITIL User.   The Approval for RITM0010003 is still in "Requested" state.

[johnnyw]

Anybody with some insight on what I'm missing here?   Did I discover a bug or is there something that doesn't come OOB for this to work properly?

Thanks,

Johnny

[Chuck Tomasi]

Hi Johnny,

I think you broke the community. Actually, I've run low on ideas on this one. I would love to come over to your desk and help you side-by-side, that's not practical using the community technology that we have.

[vinothkumar]

HI Johnny,

I am also facing the same issue in our instance and looking like this thread was started 2 years ago. Have you got any update on this?

I am able to replicate in demo instance, so just want to confirm, have you created Hi ticket for this issue and what update u got.

For me, it looks like a problem, but none of the known problem are there..

[dmahalwal]

We also observed the similar issue in Kingston. But with recent Madrid upgrade this issue is no longer occurring. so may be SNOW fixed it in Madrid.