Change Approvals

[Madhushree_S]

Hi,

I have found a query/issue in Change Approval where as 

An approval is triggered to a XYZ group & we impersonate User A profile from XYZ group to reject it for the first time.

Later on, the same User A profile when we click on "Request Approval" UI action - a second approval is triggered to same XYZ group! 

But what I see is that the approval is triggered to all the members of XYZ group but except User A, where we are still in User A profile (impersonation).

What would be the possible issue in this case? Is it because we are in User A profile (impersonation) & we have clicked "Request Approval" button for second approval.

[Dr Atul G- LNG]

Yes, technically, if David is part of the assignment group, he will receive the approval. Otherwise, he won't. As I mentioned, the OOTB flow picks up the assignment group from the change form.

[Madhushree_S]

Hi @Dr Atul G- LNG ,

Let's say, David Loo is not getting second approval when we himself clicks on "Request Approval" button!!

Please let me know what the issue might be causing for not getting an approval when David Loo himself clicks on "Request Approval" button!!

[Dr Atul G- LNG]

Hi @Madhushree_S  

Technically, it should get the approval. The issue seems to be with the flow. If you look at my first screenshot, I clicked via David’s profile, and he is getting the approval.

Is this happening with all changes, or just one? Also, is it happening for all types of changes, or only specific ones?

Try repairing the Change Management plugin first. If that doesn’t resolve the issue, I would suggest logging a new support case.

[Madhushree_S]

Hi @Dr Atul G- LNG 

Sure, I would check with plugin repair!! If not check with NOW Support.

Thanks for your kind advice & help!

Appreciate for quick responses!!

[Dr Atul G- LNG]

Please keep us posted, interested to know the cause and solution