Approval rules to modify change request status

[Mort]

We are on an unstable production instance with many issues. One of the issues I ran into is changing the approval status of a change request to Approved or Rejected based on individual approvers approving the change.

How it should work (our weird broken method)

- Technician puts in a change request --> change board reviews and approves/rejects the change (by going into the ticket and manually right clicking approve/reject)

- Primary and secondary members go through the process of approving/rejecting the request

- Once they click update or save the approval status of the ticket and the color of it changes based on their selection (green = approved, red = rejected)

Why its broke:

- We first tested our changes in the Dev environment and it worked without any issues

- When moved to production something changed.

- Initially instead of having an CM board group we had individual users on the list of manager approvals, which meant that it had to be manually updated and it also had old data (employees no longer with the company)

- We moved from that configuration and created an AD group which housed all the manager approvers

- Once the change was made the managers could still go in and approve but it would not update the request status.

Approval rules:

- We have an initial rule that runs before for change management which sets the state status to requested.

[Michael Fry1]

The Change should have a Related List at the bottom of the form that lists all the approvers. Each approver should make their approval request Approved or Rejected (or reply via email) and when all the required approvals attained, the Change will update with an approved state. All of this is run and controlled from the workflow.

Approvers should have the approval_user role.

[Mort]

Thanks Michael, one thing I forgot to mention is that the approvals are not being pushed through workflows, we are using process guides as the approval engine (convoluted yes I know, it was built this way when I got here).

[Michael Fry1]

Yikes - might be worth the investment to switch to workflow.