Workflow Stopping on Approval, but has been approved

George S_ · ‎09-07-2020

We have a workflow that sends an approval, however even after the approver approves it the workflow does not continue. It was approved through the the portal approval, and you can see it back in the case but the workflow does not progress. The approver is outside of the HR Department and does not have any roles. Is there a role I need to give the user ? I have tried a sn_hr_core.case_reader role and even a approver_user role, but the workflow is stuck at Approval-User. Any one have any ideas on how to make this move. I did a nudge in "Active workflows" and that makes it move. Thanks for any help.

George S_ · ‎09-09-2020

Just an update on this issue. We did find a work-a-round and not the solution. We found that if we put in a comment in the HR Case, that will move the workflow. I created a Business Rule running off the SysApprover table that checks that the HR Service approval record has been approved, if so, I place a comment in the HR Case saying the Approval has been Accepted/Rejected, and that will automatically move the workflow.

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Tony Chatfield1 · ‎09-07-2020

Hi, some more specific details of your end to end process may assist, are you domain seperated? Are you utilizing the OOB approval notification and related inbound action? Or is the approval action manual from the UI? Have you checked\confirmed the type of approval the workflow is configured for IE single approval or group approval (with or without approval conditions)? Also have you confirmed that the approval record is being 'approved' and the approval is not just the tasks approval field being updated\changed manually?

If you attach an xml copy of your workflow I am sure forum members will be happy to review it for you.

George S_ · ‎09-07-2020

Hi, some more specific details of your end to end process may assist, are you domain separated?

No we are not Domain separated. This is a scoped HR application and workflow.

Are you utilizing the OOB approval notification and related inbound action?

This is when a manager (not in the HR department) approves from the portal, not an email. Just as an FYI, a manager from within HR can approve and the workflow will move. Also, the outside manager has permissions (via ACL) to read the HR Case.

Or is the approval action manual from the UI?

Not a manual approve

Have you checked\confirmed the type of approval the workflow is configured for IE single approval or group approval (with or without approval conditions)?

Its an OOB approval User single approver configuration

Also have you confirmed that the approval record is being 'approved' and the approval is not just the tasks approval field being updated\changed manually?

Approve record is being approved via the approval page on the portal. It is coming across Approved. The workflow is not moving after it is approved.

I believe this is more of an HR application issue than coding a simple workflow with multiple single approval boxes.

I added a picture of part of the workflow. The box with the Red circle, the approve has approved the record, but the workflow is stuck there. The code behind the Yes/No option is correct (OOB), and within the HR Case, the Approval record is showing as approved.

Susan Britt · ‎09-09-2020

Can you share a screenshot of the Approval activity within the workflow; as in open the activity you have circled in the previous image? Also, can you confirm if you open the HR Case from the platform view that the Approval record appears as 'approved' there and there are not any other pending approvals?

George S_ · ‎09-09-2020

The activity is out of the box. I have check that and nothing was changed. It looks like all the other Approver-User's. I can confirm that there are no other approvals waiting on the HR Case.