Approvers list in Problem Ticket

[Bijay Kumar Sha]

As per current configuration, if the Problem ticket is in 'Resolve' state then it generates a list of Approvers. Then if any one of the approvers approves, the Problem ticket moves to 'Closed' state. 

Let's say there are 7 approvers generated and 1 approves. So other 6 are 'No Longer Required'.

So, if I re-open the Problem ticket again, and move to Resolve state again. It'll generate the same list of Approvers. In this case 7 Approvers. 

So, currently in the 'Approvers' tab there are 14 approvers which includes 6 'No Longer Required', 1 'Approved', 7 'Requested'.

How I can make it as only 7 'Requested' if the Problem ticket moves to 'Resolve' state again. I don't want to show the list which are 'No Longer Required'.

How I can configure this?

[Ankur Bawiskar]

@Bijay Kumar Sha 

it depends on how have you defined the logic of sending approval on re-opening.

please check the script.

As per my understanding it makes sense sending the approval again after re-opening since it's a fresh approval after problem is re-opened.

But please check with your customer about this requirement.

[Bijay Kumar Sha]

Hi @Ankur Bawiskar Yes approval is getting re-opened. But my requirement is when it re-opens the Approvers list, the list should not show the 'No Longer Required' Approvers list. How I can remove them. 

[Ankur Bawiskar]

@Bijay Kumar Sha 

you can add default filter in that related list to hide No longer required records

[Bijay Kumar Sha]

Hi @Ankur Bawiskar  Thank you for your response. How I can make it dynamic and constant for all the users. I can make filter for myself which will hide 'No Longer Required' records. But if any other user opening any one of the Change Record, it's not hiding 'No Longer Required' records. I need to make it dynamic and constant for all the users.