Workflow for Onboarding or Offboarding that are duplicating

[Roshni1]

We have workflow set up to send out reminders to a manager to complete the on/off board process. 

However the workflow is not closing when it should and reopening and resending the email. 

I have attached the workflow and have an event that triggers a notificaiton,  wanting some help to see if I am missing something in the workflow that would be opening the RITM again after infomation has been recieved. 

Thanks so much and hopefully someome has some insight. 

[Abbas_5]

Hello @Roshni1,

It seems your workflow is not closing the Request Item (RITM) after completing the onboarding/offboarding process and is instead triggering a new notification, potentially leading to duplicated emails and actions. To address this, ensure the workflow is configured to close the RITM upon completion and also review any event or action that might be inadvertently re-opening it. 

Here's a breakdown of potential issues and how to address them:

1. 1. Workflow Termination:

   • Verify the workflow's last action. Is there a step that explicitly closes the RITM (e.g., "Close Request Item" or a similar action)? If not, add one.
   • Ensure the closing action is configured correctly (e.g., setting the state to "Closed Complete" or "Closed" in the relevant ServiceNow instance).
2. 2. Event Triggers:

   • Examine the event associated with the notification. Is this event being triggered repeatedly after the initial completion of the workflow?
   • Check if the event is being triggered by any action that might be occurring after the workflow's termination.
3. 3. Workflow Logic:

   • Review the workflow's conditional steps. Are there any conditions that might be re-opening the workflow or triggering a new iteration?
   • Look for any logic that might be unintentionally re-starting the workflow process.
4. 4. Related Tables:

   • If the workflow interacts with other tables, ensure those tables are not unintentionally triggering a new RITM or updating the status of the original RITM in a way that restarts the workflow.
   • Check for any automation rules that might be modifying RITM status or restarting the workflow.
5. 5. Specific ServiceNow Instance Configuration:

   • Review any custom configurations related to the on/offboard process, such as custom script include or business rules, which might be influencing the workflow behavior.
   • If you are using a third-party application for onboarding/offboarding, ensure that the integration is configured correctly and does not interfere with your workflow. 

Steps to troubleshoot: 

1. 1. Attach the Workflow:

   If possible, provide the workflow's configuration (either as an image or as a structured list of steps) to clarify the sequence of actions.
2. 2. Event Details:

   Describe the event that is triggering the notification, including its source and any associated actions.
3. 3. Specific ServiceNow Instance:

   If you are using a specific ServiceNow platform, provide the version number and any relevant configurations.
4. 4. Error Messages:

   If you encounter any error messages during the workflow execution, provide them for analysis.

By reviewing these potential areas of concern and providing specific details about your setup, you can pinpoint the root cause of the workflow's behavior and ensure that it correctly closes the RITM after completing the on/offboarding process. 

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

Thanks & Regards,

Abbas Shaik

[Ankur Bawiskar]

@Roshni1 

so what debugging did you perform?

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