Problem approval field updating absurdly

Gaurav Vaze
Kilo Sage

yesterday

Hello experts,

In our client instance

We have approval and rejection notifications configured on problem, based on Approval field(inherited from task)

the problem is, when anyone approves the approval, system behaves absurdly and sets values as first rejected then approved

this not only triggers the both notifications, but also each time confuses end user and waste their time

please find attached ss for history

GauravVaze_0-1767165669591.png

has anyone faced any issue previously
what can be done?
any help will be highly appreciated

Thanks,

Gaurav Vaze

 

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Ratnakar7
Mega Sage

2m ago

Hi @Gaurav Vaze ,


Here are the step to troubleshoot this issue:

 

-> Check the Approval Workflow Logic

  • Go to Workflow Editor or Flow Designer for the Problem record.

  • Look for any custom logic or conditions that might be setting approval = rejected before the final approval is processed.

  • If you're using multiple approval steps, ensure they’re not updating the same field in parallel.

-> Review Business Rules and Script Actions

  • Search for Business Rules or Script Includes that modify the approval field on problem or task.

  • Look for any current.approval = 'rejected' or similar logic that might be triggered prematurely.

-> Check Notification Conditions

  • Open the notification records for approval and rejection.

  • Ensure the condition is not just approval changes but also checks the final value (e.g., approval == 'approved').

  • Use event.state == 'approved' rather than relying solely on field change.

 

-> Suggested Fix Example (Business Rule Condition):

if (current.approval == 'approved' && previous.approval != 'approved') {
   // Trigger approval notification
}

 

 

Thanks,

Ratnakar

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