Prevent Change Request from Closing until Final Approval

[Corey Harris]

Good afternoon,

I have a request to prevent a change request from closing until a final approval from the assignment group's manager comes through in the Review State.

I think this will be a "before" business rule when the State changes to Close but does anyone have a script or can help me write a script to check for approvals before the change request is closed?

Best regards,

cnharris

[AshishKM]

Hi Corey,

Please check the running workflow on table [change_request] for normal & standard change ( which ever applied), the workflow should have some approval logic for Review state before closing that.

Thanks,

Ashish

[Corey Harris]

Hi Ashish,

Thanks for responding! I checked the workflow and it does send out an approval to the manager when the change is in a Review state. However, the requestor can still close the change even though the approval is still in a requested state. I've been trying to prevent that but haven't had any luck so far.

Best regards,

Corey

[AshishKM]

Hi Corey,

Ideally in this case, an ITIL user should not have edit access on change_request record. 

You can apply the ACL on change_request and check the CHG's state for review and denied the edit access. 

Or you can write client script on State column [ if State = Review ] disable it for itil user.

Thanks,

Ashish

Please mark correct answer and helpful for other if it helps you

[Corey Harris · Accepted solution]

Thanks Ashish!

I was able to prevent change requests from closing by writing a before business rule on an Update when the Approval is not Requested and the State changes to Close. After that I'm just aborting the action until manager's approval.

Thanks again for your help!

Best regards,

Corey