CSM Portal approval additional comments. Where do they come from???

[Javier Tirado1]

Hi All!

I'm looking like crazy for the origin on some additional comments that appear on the Case ticket when the approval procedure is made. I looked throughout the system and continue searching, but maybe I can speed up my investigation if I get help from the community 🙂

The additional comments look like:

- "Waiting for approval"

- "Approval denied"

- "Request approved"

Thanks in advance!

[Maik Skoddow · Accepted solution]

Hi @Javier Tirado1 

as there is no approval step for Case tickets (we talk about records from table sn_customerservice_case, right?), you seem to have any customization/extension in your instance. In that case no one can help you as we don't have access to your instance. 

What I do in such situations is performing a code search, for example "Waiting for approval" to find the code pieces which are using that text. It's a bit of reverse engineering.

Maik

[Javier Tirado1]

Hello Maik,

I tried the Code search but could not find anything. At the end, I ended up manually going through several processes until I found the code on a subflow. Anyway, the Code search is something I have used very little and saw the potential thanks to your advice, so I think you earned the Accepted solution 🙂

Just a complementary tip for anyone reading this: If you can't find the code with the Code search, then it's a Flow or a Workflow.

Thanks!