Some Change Requests are creating duplicate approvals

Susmitha1625 · ‎06-10-2024

Hello Everyone,

We have noticed a few change requests are creating duplicate approvals. Once the change is moved to the Scheduled state after CAB approval, again a 2nd set of Approvals is created for the CAB team. And this is only happening for a few requests. I've checked the workflow but it's OOB and nothing strange was noticed in the workflow. Has anyone faced this issue or does anyone have any idea about this? Please help me

Susmitha1625 · ‎11-21-2024

Hi @Soufyane EL OMA

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:

Replace the Model Parameter: Change the model parameter to the change type. this will prevent the flow from triggering.
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.
Change the Landing Page: If the SOW is not being used by the client, replace it with an alternative landing page.

We have implemented the third option.

Hope this helps.

View solution in original post

Marie13 · Thursday

What is the way forward for this? We are on the latest version and are experiencing this issue. I want staff to be able to create change requests in our portal, the old UI, and the Service Operations Workspace. Can I direct them all to use flow designer? I don't think we have any customisations, we have only removed the review tasks, they don't auto create anymore.

Also, how do I update this?

Replace the Model Parameter: Change the model parameter to the change type. this will prevent the flow from triggering.