2 Replies Latest reply on Feb 12, 2019 12:17 AM by Voke

    password unlock approval WF

    Voke Apprentice

      I have a wf below for password unlock approval

       

      Issue i am having with this WF is that an approval is sent to the respective manager for an approval however at the same time the WF also sends the ticket to the service desk for resolution

       

      What happens is that the service desk team cannot treat the ticket until the respective manager approves or deny the request. Where can i put a wait block after the manager approval block so that the WF does not send the ticket to service desk pending the approval of the ticket

       

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        • 1. Re: password unlock approval WF
          Pedro@marxtar Specialist

          Hi Voke,

           

          you can change the required business rule so the ownerteam is not required with status Draft, submitted or Pending approval.

          then make sure you update on the workflow the ownerteam at the point that you change status after the approval is received. You may also need to change the initialisation rule so it leaves the owner team empty for service request.

           

          Hope this helps!

           

          Best wishes

          Pedro Ferreira

          ITSM Consultant

          MarXtar

          • 2. Re: password unlock approval WF
            Voke Apprentice

            Hi Pedro

            Thanks very much

            Please just to be sure i am on the right track, this is what i have done

             

             

            1. Open BR on Service Request BO

            2. Open the initilization rule for service.request ownerteam

             

             

            However i cannot see the two fields you have showned me

             

             

            This field is always required

            This field is conditionally required based on an expression

             

             

            Also i do not quite understand the below instruction

             

             

            then make sure you update on the workflow the ownerteam at the point that you change status after the approval is received. You may also need to change the initialization rule so it leaves the owner team empty for service request