2 Replies Latest reply on Apr 27, 2018 2:53 PM by Ben Seba

    Unintentional Approval Submission

    Ben Seba
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      Hi Communities,

      Sometimes we will have a service request be resubmitted for approval without being prompted to do so. See the example here.

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      The same approval process was replayed the same minute it was approved. This isn't intentional and I'm wondering if other people have seen this. It's not reproducible so I can't get much help from support.

       

      Thanks,

      Ben

        • 1. Re: Unintentional Approval Submission
          Joshua Lenning

          We had a defect (81829) a few months back that has since been resolved, where a SR was rejected but immediately resubmitted for approval. The issue was eventually fixed but before it was, we had updated our Approval criteria to require Approved=FALSE and State Open=True. The state open is because we close a rejected record.  If there is a true defect, you'll likely still get an "error" recorded in Action History.

           

          Can I ask if you are on winter 18 Patch 2? or still on patch 1?  Am hoping this isnt introduced in Patch 2

          1 of 1 people found this helpful
          • 2. Re: Unintentional Approval Submission
            Ben Seba

            I'm on Winter 18 Patch 2 but I've seen this in our environment for several patches now. Just got around to making a post about it since it cropped up again.

             

            I like the idea of adding an additional approval criteria of Approved = False. Seems like that should be a good workaround for now.