change request goes through duplicate approvals - How to fix it.

[DP1970]

Hi Team,

I am stuck to understand how change request is created.

Noticed that in workspace operations the change request goes through duplicate approvals for the CAB approval group but in the old view we can only see one approval.

When i searched for some details on this:

Here is our solution: When a user creates a change request from the Service Operations Workspace, we will have a 'change type' field filled in from the SOW. So this triggers both the Flow and workflow for that particular change request. 

Here are some potential solutions to consider:

1. Replace the Model Parameter: Change the model parameter to the change type.  this will prevent the flow from triggering.
2. Remove the "Create Change" Option: If the "Create Change" feature in the SOW is not utilized by the client, consider removing this option entirely from the SOW.
3. Change the Landing Page: If the SOW is not being used by the client, replace it with an alternative landing page.

I am not sure what I have to do to rectify this.

[Matthew_13]

Hi Buddy,

What you’re seeing isn’t a Workspace bug — it’s because two different automation paths are running at the same time.

When a change is created from Service Operations Workspace, the Change Type field is populated immediately. That causes both the legacy Change workflow and the newer Flow Designer logic to trigger. Each of those creates its own CAB approval, which is why you see duplicate approvals in Workspace.

In the classic UI the Change Type is often set later in the process so only one automation runs, and you only see a single approval.

So the issue isnt the UI — its that Workflow and Flow Designer are both active for Change Management.

To fix this properly, you need to pick one automation method:

• Either move fully to Flow Designer and retire the legacy Change workflows this is the recommended approach or

• Temporarily prevent the Flow from triggering by changing the model parameter or conditions short-term workaround.

Hiding the Create Change option in Workspace or changing the landing page just avoids the problem — it doesn’t actually fix it.

In short: duplicate CAB approvals happen because Change workflows and flows are both firing when changes are created from Workspace. The real fix is removing that overlap.

@DP1970 - Please mark Accepted Solution and Thumbs Up if you found helpful!

[DP1970]

HI Matthew, 

Thanks for the suggestion but we do not know how to temporary prevent flow from triggering.

I am fairly new to ServiceNow and have not worked out this option as yet.

Are there any steps that I can follow?

[Matthew_13]

Hi Buddy,

If you want to temporarily stop a Flow from running, the easiest and safest way is to add a condition to the Flow so it only runs when you want it to.

First, open Flow Designer and open the Flow that’s triggering when a change is created.

Click on the Trigger at the top of the Flow (the part that says something like “When a record is created or updated”).

In the trigger settings, look for Conditions and add one.

For a temporary stop, you can add a condition that will never be true, for example:

• sys_id is empty

Save the Flow.
The Flow stays active, but it won’t run anymore because the condition is never met.

When you’re ready to turn it back on, just remove that condition and save again.

If you just need an immediate hard stop and don’t mind turning it back on later:

• Open the Flow

• Toggle Active to off

• Save

That completely disables it, so use this only for short periods.

In Basics:
You don’t delete anything. You just add a guard condition so the Flow never fires.
That’s the safest way to prevent duplicate approvals while you’re learning or testing.

@DP1970 - Please mark Accepted Solution and Thumbs Up if you found helpful!