RITM tickets that have skipped approvals

ataur2050
Tera Contributor

3 weeks ago

Hi Community,

 

There is a particular requirement where we need report of RITM tickets which have skipped approvals.

It is possible to report on RITM tickets that have skipped approvals? Likely because the approval step did not have the right/active user and then skipped them to move to the next step.

Can we create a report which would show any tickets that have skipped an approval?
Or do you need to define the condition in the workflow first?

 

Thanks in advance.

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Brian Lancaster
Kilo Patron

3 weeks ago

You could create a database view between sc_req_item table and the sysapproval_approver table with a left join. Then you can report on sc_req_item that have no approval records associated. Not that this will not catch RITMs that have multiple approval if the first one is skipped and the others are not. Personally I have a task that gets created to the Service Desk to fix the user records. Once they close the task it retries the approval.