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Request/Workflow stuck after manager approves via email - Printable Version

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+--- Thread: Request/Workflow stuck after manager approves via email (/thread-1569.html)



Request/Workflow stuck after manager approves via email - EVJunkieWannaBe - 01-30-2020

On occasion, we have tickets that seem to get "stuck" in the queue.  That is, that after the manager approves the request via email, the worflow is not followed and the ticket sits with an In Progress status showing the email that was sent with the approval.  Looks like this:
Approve   

 
 Please hit send to approve this incident.
 
 
  -------------------------------------------Please Do not delete the text below this line-------------------------------------------
 
 @OPERATION@='SOLVE'
 @RFC_NUMBER@='S20200122_180'
 @ACTION_ID@='3632975'

 @CHOICE@='1'

Is there anyway to move this ticket on to the next workflow item?  Subsequent emails with this information do not seem to work either.


RE: Request/Workflow stuck after manager approves via email - ABBE Philippe - 01-31-2020

(01-30-2020, 05:47 PM)brice.beyer Wrote: On occasion, we have tickets that seem to get "stuck" in the queue.  That is, that after the manager approves the request via email, the worflow is not followed and the ticket sits with an In Progress status showing the email that was sent with the approval.  Looks like this:
Approve   

 
 Please hit send to approve this incident.
 
 
  -------------------------------------------Please Do not delete the text below this line-------------------------------------------
 
 @OPERATION@='SOLVE'
 @RFC_NUMBER@='S20200122_180'
 @ACTION_ID@='3632975'

 @CHOICE@='1'

Is there anyway to move this ticket on to the next workflow item?  Subsequent emails with this information do not seem to work either.

Hello,
Can you check if the person that send email is the real manager of the requestor?

Is there anyway to move this ticket on to the next workflow item? : Yes you take the action and validate

P.ABBE


RE: Request/Workflow stuck after manager approves via email - EVJunkieWannaBe - 01-31-2020

In this case the approver was not the user's manager. Is that the cause of this?


RE: Request/Workflow stuck after manager approves via email - Chris Miller - 01-31-2020

(01-31-2020, 12:46 PM)brice.beyer Wrote: In this case the approver was not the user's manager.  Is that the cause of this?

Yes, only the person assigned the approval can execute the approval via email.