Normal change- Change manager approval skipped.

charankumap
Tera Contributor

‎02-07-2025 12:19 AM

Hi Community,

We are facing an issue with normal change approval where the Change Manager approval is being skipped (marked as "No Longer Required"). Additionally, the approval process is triggering the "After Change Manager Approval" action twice. Even after the approver approves the request, it keeps triggering repeatedly.

We have compared the flow design conditions and change approval policy with lower environments, and they appear to be the same. However, the issue persists in production. Moreover, every group that is being triggered in the change group has the approval_user role.

Can anyone help us troubleshoot this issue?

Please find the attached screenshot for reference.

 

charankumap_1-1738916276657.png

 

 

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Priyankagupta
Giga Guru

‎02-07-2025 12:50 AM

@charankumap , 

1)Have you checked the workflow context to identify why the approval action is triggering twice?

2)Check group members are active and not locked out

3)Try de-activating OOTB BR "Moot Approvals Upon Cancellation"

This OOTB business rule "Moot Approvals Upon Cancellation" triggers when a record becomes "active=false" and updates the approval state to "No longer required." 

 

Refer - 

Normal Changes - how do they work? - ServiceNow Community

Change Approval Policy workflow activity

 

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