Request automatically set to "Request Approved" then "Waiting Approval"

[hanaphouse]

I have created a catalog item for VPN request. One thing I have observed is that the Stage shows both:

• Request Approved (Approved)
• Waiting for Approval (In progress)
  • Beth Anglin (Requested)
  • David Loo (Requested)

The Request Approved should appear in the Service portal since the RITM is still waiting for approval. How do I do it? I have checked the workflow and there is no option there to modify.

Here's the workflow:

[Michael Ritchie]

This is out of the box and working as designed behavior.  Request Approved means the parent RITM's sc_request is approved.  That parent could have a different approval flow so that is why it is showing as approved.  Then the second approval step is for the RITM itself.

[hanaphouse]

How do I show the correct stage to end-users? This is a bit confusing for the end-users though.

[Ashutosh Munot1]

HI,

Indeed Michael is right. This is how it is designed. It is bit confusing for end users but then you need either to educate them or dont show this.

Thanks,

Ashutosh

[Community Alums · Accepted solution]

Hi, This is OOTB behaviour. Please refer the below thread on how to remove this stage:-

https://community.servicenow.com/community?id=community_question&sys_id=02be8761dbdcdbc01dcaf3231f96...