When an approval request is rejected, how can I get the reject comments in the activities log? I have added approval history and it still does not post. It is posting in my Developers account but not in my production. Is there another setting that

Kathi · ‎12-23-2019

When an approval request is rejected, I'm trying to get the comments to post in the activities log. It is posting that the request was rejected but not including the comments. I included the Approval History in the activity filter and it still no luck. The comments are posting when I test in my Developers Instance but not in my production. Is there another setting I am missing that needs to be turned on / Activated?

ccajohnson · ‎01-03-2020

You may have a Business Rule on the Approval [sysapproval_approver] table that copies the comments from the Approval record to your RITM record. See if you can compare the list of Business Rules in your developer instance with your production instance to see if there is an additional Business Rule on your developer instance that is not there in production. You would have to capture that business Rule in an Update set, then commit it to your production instance.

Let us know if this is where the discrepancy resides.

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Kathi · ‎01-03-2020

I am trying to get Approval comments to post in the activity log of the RITM. Here is a screenshot from my Developers account where the comment is posting. I'm trying to get the approval comments to post in my Prod account in the same way. In my perevious screenshot the selections are the same in my Prod instance as in my Developers instance. Thanks.

ccajohnson · ‎01-03-2020

You may have a Business Rule on the Approval [sysapproval_approver] table that copies the comments from the Approval record to your RITM record. See if you can compare the list of Business Rules in your developer instance with your production instance to see if there is an additional Business Rule on your developer instance that is not there in production. You would have to capture that business Rule in an Update set, then commit it to your production instance.

Let us know if this is where the discrepancy resides.

Kathi · ‎01-06-2020

I have compared the approval[sysapproval_approver] table between my developers and my production. I also compared the Approval Engines settings and the Service Catalog properties. I am going to call this good as f the users that would need this information can, for now, go to the approvers tab to get the information. Not ideal but until I can dedicate more time to this it will have to suffice for now. Thank you everyone for your suggestions.