Base instance flows for Change Management use an action called 'Apply Change Approval Policy'. This action is sometimes approved, sometimes cancelled. When it is cancelled, the Change Request gets stuck because the 'Approval' field is not updated with the - Known Error

Base instance flows for Change Management use an action called 'Apply Change Approval Policy'. This action is sometimes approved, sometimes cancelled. When it is cancelled, the Change Request gets stuck because the 'Approval' field is not updated with the Description Base instance flows for Change Management use an action called 'Apply Change Approval Policy'. This action is sometimes approved, sometimes cancelled. When it is cancelled, the Change Request gets stuck because the 'Approval' field is not updated with the 'Approved' value. The approval state is erroneously set to 'cancelled' when a member of an approval group with only one member approves a change request.

Steps to Reproduce

Updated: 1. Import the attached flow: sys_hub_flow_cd03f66e1b293010dab08441604bcb64.xml 2. Open the flow "test_approval_state" and test with any incident record. 3. Find the approvals associated with the above incident record. 4. Approve the approval which approver is in group 'hardware' (e.g. itil or beth.anglin). 5. Approve the approval which approver is 'Change Manager'.

Expect: the output data 'Approval State' in 'Ask for Approval' is set to 'approved' in flow execution. Both group approvals are set to 'Approved'. Actual: the output data 'Approval State' in 'Ask for Approval' is set to 'cancelled' in flow execution. Both group approvals are set to 'No Longer Required'.

============================== Original version:

Open the Change Emergency Flow Replace the "Apply Change Approval Policy" action with the "Ask for Approval" action In the Ask for Approval action define an Approval Rule Set with the following expression: [code] RejectsAnyG[a715cd759f2002002920bde8132e7018]|AnyG[8a5055c9c61122780043563ef53438e3]OrApprovesAnyG[a715cd759f2002002920bde8132e7018]&AnyG[8a5055c9c61122780043563ef53438e3] [/code] Note that a715cd759f2002002920bde8132e7018 corresponds to the "Change Management" group, which should have a single user Note that 8a5055c9c61122780043563ef53438e3 corresponds to the "Hardware" group, which should have a number of users **** The order is important for this rule, if the single user group is first, you can reproduce the issue, if you swap the groups, the rule works as expected **** Note that there are some following actions in the Flow that depend on the result of the "Apply Change Approval Policy" action so amend as necessary. Save and Publish the Flow. Navigate to Change > Create New Select the Emergency model Change the state field to Authorize Set the assignment group to Hardware Save the Change

Approve one of the approvals from the Hardware group first, then approve the remaining approval for the Change Management group

Expected: Progress to Scheduled state, Flow completes as expected Actual: Remain in Authorize state, Flow action is cancelled (You can use the "Show Flow" UI Action on the form to head to the context(s))

Workaround This issue is under review. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In and Intended Fix Version fields to determine whether any versions have or are planned to have a permanent fix.