in flow approval related issue

shamsuddinm
Tera Contributor

3 weeks ago

shamsuddinm_0-1769264044908.png


In this flow, after the approval is rejected, the RITM correctly moves back to Work in Progress. However, when it is sent again for approval, and the approver approves it, the RITM state does not change to Closed Complete as expected.

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OlaN
Tera Sage

3 weeks ago

Hi,

I would avoid circular behaviour like these whenever I can.

This process can basically end up with a never-ending-loop of these steps;

1 Ask for approval

2 Approver rejects

3 Go back to step 1

 

Maybe you should reconsider the process design here ?

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shamsuddinm
Tera Contributor

3 weeks ago

shamsuddinm_0-1769365112833.png

 



Hi All,

Here are the detailed flow steps based on the image I shared earlier:

  1. When the user submits a request, it should first go to the user’s manager for approval.
  2. Once the manager approves, the ticket should be assigned to the appropriate assignment group.
  3. Anyone from that assignment group can pick up the ticket and start working on it by updating the Assigned to field.
  4. After completing their work, the assigned person will change the state to Pending Closure Approval.
  5. The ticket should then go to the Assigned to Manager for review.
  6. If the manager approves, the ticket should move to Closed Complete.
  7. If the manager rejects it, the state should change back to Work in Progress which is working correctly.
  8. After rejection, the assigned person will rework the ticket and then send it back again to the Assigned to Manager for approval.
  9. However, when the Assigned to Manager approves, the state should change to Closed Complete, but this is currently not happening.
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