In manual approvers, when one approver is approving and second approver is rejecting then the workflow is closing the complete request. But i want if one approver rejects also then ticket should not close it should be in open state.

[Mohd2]

Hi everyone,

I am having the workflow in that i am adding - for eg. 2 manual approvers ---->

1) Both approves --- Then it is sending for approval and it is okay

2) Both rejects --- then it is sending for rejection and it is also okay.

3) One approves and one rejects --- Here is problem that it is sending for rejection if one approver is rejecting. 

But i want in third case it should reject just on the rejection of one person and it should not change state to close,

Instead i want that it should if one approver approves and other rejects then also the ticket state should in open position and stage to be fulfilment. So, that still we can work on that ticket if we delete the rejected approver and again send to him or other person for approval.

[Tony Chatfield1 · Accepted solution]

Hi, the approval actions possible for a manual approval are defined in the activity definition.

Manual Approvals workflow activity (servicenow.com)

The approval activity itself is not closing your task/updating its state to closed, and if you don't want this behaviour to occur then you need to update activities in the following workflow path. I would suspect the run-script activity labeled 'Set state to closed' would be the first thing to look at, but with a partial screen-shot as reference and no actual details I am only guessing.

You might also want to look at workflow rollback activities

Approval and rollback workflow activities (servicenow.com)