Change state is not moving Authorize state getting error

[suresh40]

Hi All,

When a user submits a Normal Change Request and the access approval is completed, the request is expected to move to the "Authorize" state. However, due to a workflow change, we are encountering a state transition error at this step.

Could you please assist in resolving this issue?

This OOB bussines is stopping me ; Change Model: Check State Transition

[Abbas_5]

Hello @suresh40,

The error likely stems from a mismatch between the expected state transition logic in the workflow and the actual state changes triggered by the access approval completion. To resolve this, you need to examine the workflow, identify the specific condition that causes the error, and adjust it to reflect the intended state transition. Additionally, ensure that the access approval completion correctly triggers the "Authorise" state transition. 

Here's a breakdown of the troubleshooting steps: 

1. 1. Review the Workflow:

   • Identify the Workflow: Determine the specific workflow associated with Normal Change Requests and the "Authorise" state transition according to ServiceNow community posts.
   • Examine the Flow: Trace the workflow logic to pinpoint where the error occurs. Look for the condition that should trigger the transition to the "Authorise" state after access approval.
   • Check Conditions: Verify the conditions associated with the transition. Could you make sure that the conditions related to access approval completion are correctly defined and that they align with how the access approval is actually being completed?
   • Identify the Error: Pinpoint the exact error message or code. This will give you a specific clue about the problem.
2. 2. Examine the Access Approval Process:

   • How is Approval Completed: Understand how the access approval is actually being marked as complete. Is it through a manual action, a script, or another workflow?
   • State Updates: Ensure that the access approval completion process is correctly updating the state of the change request and that it's correctly triggering the state transition to "Authorize" as documented by ServiceNow.
   • Approval Policy: If approvals are managed through an approval policy, review the policy to ensure it is correctly configured and that the correct approval rules are applied.
3. 3. Adjust the Workflow:

   • Modify Conditions: If the conditions in the workflow are incorrect, modify them to align with the actual state changes triggered by access approval completion.
   • Add Error Handling: Consider adding error handling within the workflow to gracefully manage scenarios where the state transition fails. This might involve logging the error, notifying relevant personnel, or attempting a retry.
4. 4. Test Thoroughly:

   • Create Test Cases: Create test cases that simulate different scenarios of Normal Change Requests and access approvals.
   • Test with Various Data: Test with various data sets to ensure the workflow functions correctly under different conditions.
   • Validate State Transitions: Verify that the change requests move to the "Authorize" state as expected after the access approval is completed.

By systematically reviewing the workflow and access approval process and testing thoroughly, you should be able to identify the root cause of the state transition error and implement the necessary changes to resolve the issue.

If this is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in the future; it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[Ankur Bawiskar]

@suresh40 

the out of the box state transition is stopping you from moving the state.

Please check which state you are allowed to move from and to

If my response helped please mark it correct and close the thread so that it benefits future readers.