Symptoms

The remediation workflow gets triggered even with the remediation rule set to inactive OR manual.

Environment

As part of CI remediation’s, most of the times we may need to create remediation rule for testing.

If the remediation rule is created as manual and active is set to false. With this, if our expectation is when a new remediation task is generated it should not trigger any workflow context for below reasons: 

• The remediation rule is inactive.
• The rule is configured to Manual so the workflow context should be triggered when the user manually goes to record and click on Remediate UI Action to remediate it. 

But sometimes, irrespective of what we select the on remediation Rule, it is still triggering the workflow.

Cause

1. Create a remediation rule for any metric and a workflow for this:
   • Active: False
   • Execution: Manual
   • Workflow: Create a workflow and attach that workflow
   • Task Type: Select the remediation metric type task table
2. Run the CMDB health job, or simply create the related remediation task manually.
3. See the workflow context is generated. 

Expected results

When a new remediation task is generated then the workflow is triggered in two ways one with workflow engine or remediation business rule that runs the workflow: 

• Name: Run remediation for CMDB Health task
  • https://<instance_name>.service-now.com/nav_to.do?uri=sys_script.do?sys_id=24b506e89f101200d3921a1cf67fcfa7 

Sometimes the workflow gets triggered by engine because:

• While creating the workflow, on the workflow properties set the below:
• On the conditions tab, there is a field called “If conditions matched” and is selected as “Run the workflow always”.
• This means that the workflow is always triggered by workflow engine and so the issue. Means that it will not check any other conditions and trigger the workflow context.

Workaround/Solution

To resolve the issue, select the “If conditions matched” as “None. As shown in below figure below: