Approval reassign behavior in ITSM 9.x and above

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    PRODUCT:

    Remedy AR System Server


    APPLIES TO:

    ARS 9.x, 19.x ITSM 9.x, 19.x



    QUESTION:

    When reassigning a Pending Approval to another approver, rather than completely assigning the ticket to the new user, members of the previous approver group are still listed as approvers, while the new user now only replaces the individual person who reassigned the ticket.


    ANSWER:

    Following is the use case:

    1) Login to Approval Central as user/approver A, Look at pending approvals, Locate a pending Approval where User A is one of the Approvers but there are other approvers as well for the same REQ/CHG etc.

    2) Instead of approving, Reassign the pending approval to user/approver B of another group or same group as user A.

    3) Pending Approval disappears from user A's Approval Central.

    Pre 9104 - All previous Approvers will be replaced by user B only.

    9104 and Above - All previous approvers will still exist, only user A will be replaced by user B.


    See KA 000146467
    Defect SW00524806 fixed in 9104
     

                                                                              
    ComponentDefectDescriptionAffected VersionsCorrected Version
    Approval ServerSW00524806On the Approval Console, when you reassign a request with the One-Must-Sign option to multiple approvers and if one of the approvers re-assigns the request to another approver, then the approval request is not available for the original approvers.9.1
    9.1.01
    9.1.02
    9.1.03
    9.1.04
      
    Here is the Approval Log Snippet for working and non working scenarios 

    Pre 9.1.04

    Command       --  Sig-Reassign 
    Source Form   --  AP:Signature 
    Entry ID      --  000000000000902 



    Other Short   -- Francie 
    Other Long    -- 'Bob';'Mary';'Ian';'Allen';'Demo';'Public'; 
    Check valid user rules 
    Expanding roles for approver(s):  Francie 
    Getting a list of altenate approvers 
    Getting alternates for approver(s):  Francie 




    <APPR> <TNAME: Thread 1                 > <DEBUG> <PerformSigReassignCommandImpl                     > <                                                 ?:?         > /* Mon Feb 10 2020 02:04:44.0326  */ Signature line has been successfully reassigned 



    No alternates defined for this approver list 
    Notification List(13276) = Francie 
    Sent to  Francie 

    9.1.04 and above

    Command       --  Sig-Reassign 
    Source Form   --  AP:Signature 
    Entry ID      --  000000000000207 



    Other Short   -- Francie 
    Other Long    -- 'sware';'Allen';'Bob';'Demo'; 



    Expanding roles for approver(s):  sware 
    Expanding roles for approver(s):  Francie 
    Expanding roles for approver(s):  Bob 
    Getting a list of altenate approvers 
    Getting alternates for approver(s):  sware;Francie;Bob 



    <APPR> <TNAME: Thread-4                 > <DEBUG> <PerformSigReassignCommandImpl                     > <                                                 ?:?         > /* Mon Feb 10 2020 02:27:15.0152  */ Signature line has been successfully reassigned 



    Getting alternates for approver(s):  sware;Francie;Bob 
    No alternates defined for this approver list 
    Notification List(13276) = Bob 
    Francie 
    sware 
    Sent to  Bob;Francie;sware; 

     


    Article Number:

    000153563


    Article Type:

    FAQ/Procedural



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