Normally, a service item will inherit a policy from a service category, and that from a shelf, and so on, if applicable.
Is the service item being requested on another shelf? Any other policies in effect here that you can see?
You can also confirm this from the policy itself.
Additionally, in Manager you can see which policy/workflow is being used for an approval:
- Select the "IT Shop" tab and expand "Requests"
- Expand "By recipient", then select the applicable "Request procedure"
- Under "Tasks" select "Approval sequence" and the applicable approval policy will be displayed.
Open the overview for the policy and it will display the shelves and products to which it has been applied.