Need help debugging changes in the approval field

peterraeves · ‎09-28-2017

We have the situation where changing the problem.approval field to Requested, it sets all Approval records back to 'Requested'. I tried this on an OOTB instance and noticed it did not happen there. We would like to modify the modification, but I cannot locate the change... In a desperate attempt, I have deactivated all Business Rules and all Client Scripts on Problem and Task and it stills happens. I have checked the workflow context and there were none. Where should I search next? What else could modify the sysapproval record like this...

sndangibbard · ‎09-28-2017

If this is not being managed by Business Rules or Workflows then it may be from Approval Rules.

System Properties > Approval Engines will show you how approvals on various tables are managed. If the Problem or Task tables shows 'Approval Rules' then you can manage these through System Policy > Rules > Approval

From your debug output above this looks like it might be the case!

View solution in original post

peterraeves · ‎09-28-2017

Update, I tried the update button instead, which does nothing really but 'current.update', and it also mentions the com.glide.policy.ApprovalActionHandler. Any idea how I can check the content? Or where it is supposed to be?

Chuck Tomasi · ‎09-28-2017

FWIW Peter, Anything that has a package name like com.glide.anything, is going to be at the Java layer and not directly available to customers to view or change.

peterraeves · ‎09-28-2017

Then I wonder why I do not notice this behaviour on my personal DEV instance. That's weird. Though it means I need to find another solution for this issue

sndangibbard · ‎09-28-2017

Peter, have you by any chance added additional approval states in the instance with the problem?

peterraeves · ‎09-28-2017

I have not. Maybe I'm just misusing the approval functionality.

We have created a process where we use the approval records to verify whether we want to move on with a decision on problem. So whenever a decision comes in (through web service), a new record is created in the approvers list and because we set the problem.approval field back to 'requested', it puts back ALL records in the approvers list to 'requested'. While we would like it to have the approved/rejected/no longer needed one's to remain the same. Basically when we put the problem back to 'requested', we do not want the approval records to become active again. Is this possible?

Edit: It works like this on my own personal Jakarta instance, while it does not work on our jakarta instance. That's what makes this even weirder 😕

Edt2: It's not weird after all, because it seems the approval engine for problem is turned off on my own instance. So that might be the solution!