How to Reintroduce "Approval" Option in Problem Task Model Interceptor in Yokohama?

[SalmanF]

Hi,

In the Yokohama release, the new Problem Task Model interceptor only shows two model options: "General" and "Root Cause Analysis". However, in previous releases (like Washington), we also used an "Approval" model for certain use cases, which seems to be missing now.

I tried manually adding the "Approval" model back into the Problem Task Model list, and was able to create a Problem Task using it. But I’m now facing an issue:

When trying to move the task from Work in Progress to Closed, it throws a state transition error and doesn’t allow completion. (Snap attached)

So my questions are:

 -- Is it officially supported or safe to reintroduce a custom "Approval" model in the Yokohama release?

 -- What’s the recommended approach if we need to handle approval-type tasks in this new setup?

 -- Are there any known limitations or configurations that prevent non-default models from transitioning properly?

 -- Is there a workaround to enable transitions for such custom models?

Appreciate any guidance, documentation, or best practices for this.

Thanks in advance!

[Dr Atul G- LNG · Accepted solution]

Hi @SalmanF 

My understanding is that, out of the box (OOTB), ServiceNow provides two types of models as of now. As for the approval process, I'm not sure if it’s custom or part of the standard setup.

So my questions are:

 -- Is it officially supported or safe to reintroduce a custom "Approval" model in the Yokohama release? 

Atul: There is no official documentation for this, but the model works based on the transition conditions. So, please check if all the conditions are defined in your model or not.

 -- What’s the recommended approach if we need to handle approval-type tasks in this new setup?

Atul: Use Flow  or state transitions validation [ check OOTB Change models]

 -- Are there any known limitations or configurations that prevent non-default models from transitioning properly?

Atul: NO, as per my knowledge.

 -- Is there a workaround to enable transitions for such custom models?

[SalmanF]

Thank you very much Atul, I understood the concept now.