Is the above error generated by a SR which DOES NOT fulfill the criteria?
That is correct. The SR's that don't meet the criteria generate this error. Others go through fine and are submitted for approval as required.
Is it a specific Service Request that needs to enter this approval process or do you have more than one Service Request that can have "Hardware" as the Category. My Recommendation would be to add the Service Request title into the criteria, then you can remove the incident type from there, then modify the formula something like this:
BMCServiceDesk__FKRequestDefinition__r.Name = 'Service Request Name' && BMCServiceDesk__FKCategory__c = "Hardware" && CONTAINS( BMCServiceDesk__incidentDescription__c ,"AAA:BBB:CCC")
Hope this helps.
Eric J Cobb
Thanks for your reply Eric.
Unfortunately the factor differentiating the SR's is driven by BMCServiceDesk__incidentDescription__c. There can be multiple Hardware requests eg for Mobile phone, Monitor, Desk phone, etc. We want to trigger approval process only for Mobile Phone and Monitor. Any ideas?
Posting solution for this one if someone else also faces the issue.
In our case the issue was occurring as the Request Definition had Automatically Submit for Approval (when matching criteria are met) checked. So it was causing the Approval process to be triggered even when the scenarios did not match. Solution:
1. Unselect the checkbox Automatically Submit for Approval (when matching criteria are met)
2. Create a process using Process Builder to call the approval process. In the Process definition criteria check for the conditions when approval process has to be triggered.