Requested Items defaulting to Approval Requested, brainstorming fixes

[smacleod]

We are running into a potential hole in the OOTB logic when it comes to the Stage and Approval fields.

OOTB the sc_req_item stage defaults to waiting_for_approval and approval defaults to not requested. 

Currently an OOTB business rule (Cascade Request Approval to Request Item) fires on Request insert before our workflows can set the stage to "Request Approved" or "Fulfillment" or another stage we have set up for pre-approval work, and it is setting the approval to "Requested" which we did not notice until we started setting up SLAs to pause during approval. 

What is the best method to fix this? I am currently leaning towards setting the first viable point in the relevant workflows to change the approval field to Approved, but these are all RITMS which do not require approval, would it be within best practice to create a new Approval choice "No Approval Required"? (to avoid setting the approved time).

I have tried changing the default stage: this prevents workflows from firing.

I cannot change the script fired by the above business rule as it is read only.

[Tanushree Maiti]

Hi @smacleod 

You can update the OOTB Cascade Request Approval to Request Item business rule so it does not overwrite your custom configurations.

• Navigate to the Business Rule and
• Search for Cascade Request Approval to Request Item. Refer:KB0778521 Catalog tasks are not being created. Why? 
• Add a condition so the rule skips running when the RITM has already started your pre-approval workflow.

                   e.g: current.stage != '<custom_pre_approval_stage>'

• Alternatively, Modify the Script

[smacleod]

my main concern is that there were no custom configurations to our RITM approvals. this is how it works OOTB

[Its_Azar]

Hi there @smacleod 

I wouldn't recommend adding a new Approval choice, as it's an OOTB field and customizing its values can lead to upgrade and reporting issues.

A better approach is to set the approval field to Approved or Not Required at the start of workflows/Flow Designer for RITMs that don't require approval. 

 review the conditions on the Cascade Request Approval to Request Item business rule and your SLA pause conditions .