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Email Approval Rejection is handled differently than UI Approval Rejection

Question asked by Chris Pope on Jun 18, 2019
Latest reply on Jun 23, 2019 by Chris Pope

We have been informed by RSA support that an issue we have experienced is a defect (ACM-98948-Email Approval Rejection is handled differently than UI Approval Rejection).  The scenario is this: (1) A request is submitted and approved by the requestor's supervisor.  (2) It then goes to the Application Owners to approve, we normally have a Business Owner as well as an IT Owner.  (3) If Owner-A "Rejects" the request and Owner-B "Approves" the request, (4) the rejection is ignored and the request moves to Fulfillment.

Conversely, if Owner-A "Accepts" the request and Owner-B "Rejects", the request is rejected and does NOT move to Fulfillment.  So it appears whichever approval is last, wins.

 

This ONLY happens when approvals are done through email.  Approvals done through the UI behave as expected: When a "Reject" is encountered, the request is rejected and stops immediately.

 

Has anyone else experienced this behavior?  I cannot believe we are the only ones that have stumbled upon this issue.

 

If anyone has a workaround for this, please share.  It would be greatly appreciated.

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