Split action for the approval workflow

[PchelintsevaOlg]

Dears,

Unfortunately, we have a situation when the approval phase should go to Business Owner (BSO) approval but somehow a change request takes additional wf (entitlement owner approval wf) and splits the approval.

For example, when we have three entitlements in the change request instead of one approval task for BSO we see three tasks for BSO and three tasks completed by system with Entitlement Owner approval.

A business source has only one wf - Business owner approval.

[CliveMorrish]

Hi Olga,

It's quite tricky to entirely understand the issue based on the details provided, but I'd be interested to know how the Account Approvals node is configured within the Request Workflow. This may help us understand why the 'Approval by Entitlements Owner' workflow is being called. 

This is one of those issues that would definitely be easier to troubleshoot via a remote session, it would also save you having to post too many details on a public form. 

Thanks,

Clive

[PchelintsevaOlg]

Hi,

Indeed, we have an Entitlement Owner Approval WF for our Directory.

Could you please clarify how we can set up the Approval WFs thus we will have either BSO or EntOwner approval depend on the business source need? 

As if I change for our Directory approval WF to BSO approval we will have the same issue but for the business sources which have EntOwner approval...

[CliveMorrish]

Hi Olga,

As per above, this would be much easier and the guidance more accurate if it was performed over a remote session/screen share. 

Alternatively, please provide screenshots of how you have the approval nodes configured within the request workflow. From the behavior you're experience I assume you have approval workflows configured in the Business Approvals, Resource Approvals and/or Account Approvals - is that correct?

Thanks,

Clive

[PchelintsevaOlg]

Hi,

I added an additional screenshot of the settings. There is no internal info thus I shared it. Please, have a look.

[PchelintsevaOlg]

[CliveMorrish]

Is the 'Approval by Entitlement Owner(s)' a workflow that you've created?  

Are you using the default Request workflow or has that bee edited/adjusted?

As mentioned, this would be easier over a screen share session

[IanStaines]

Pchelintseva Olga‌ I recommend you open a support case so you can get more informaition.

[IanStaines · Accepted solution]

Our commendation is that you open a support case for this issue.

[CraigRamsay]

Pchelintseva Olga - is this a candidate to be discussed on the call next week with Mostafa and I?