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Request/Workflow stuck after manager approves via email
#1
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.

#2
(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
ABBE Philippe, proud to be a member of EV CONNECT FORUM since Nov 2015.

#3
In this case the approver was not the user's manager. Is that the cause of this?
brice.beyer, proud to be a member of EV CONNECT FORUM since Oct 2019.

#4
(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.
cmiller, proud to be a member of EV CONNECT FORUM since Oct 2015.






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