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If reporter is approver skip approval and transition issue

Howard Nedd

I have the following workflow setup:
Screenshot 2023-02-08 at 19.02.00.png

As you can see, I am setting a condition to check if the reporter is a customer and the request type is one of the ones listed. Now, if the reporter is the approver I want to skip the approval and transition to the status as shown in the print screen but it is not transitioning to that status.

Am I missing something?

Regards
Howard

Accepted answers

Mikael Sandberg

If the request is on a status that requires an approval you cannot use the transition issue component, instead use the Approve/Decline action to bypass the approval.

Screenshot 2023-02-08 at 10.49.08 AM.png

All comments

Mikael Sandberg

If the request is on a status that requires an approval you cannot use the transition issue component, instead use the Approve/Decline action to bypass the approval.

Screenshot 2023-02-08 at 10.49.08 AM.png

Vamsi Kandala

Hi @Howard Nedd

Is it giving any error? Note that there has to be a valid transition path from the current status of the ticket to 'With CMS - First Line'.

And also, ensure that the checkbox 'Bypass workflow conditions and permissions' is checked.

Hope this helps.

Thanks,
Vamsi

Howard Nedd

Hi @Vamsi Kandala ,

Thank you. Where do I see that checkbox?

Regards

Howard

Howard Nedd

This is starting to ring a bell. Where in my automation wold you add this action component? I am asking because, I am setting the approver during the IF component. So if those conditions are met, I am adding the approval, so the action to approve/decline request should be after the IF component. Any suggestions?

Thanks again @Mikael Sandberg

Vamsi Kandala

Hi @Howard Nedd

Sorry, I did not notice that this is for Cloud instance and this option is not available. It is available for Server/ Data Center instances only.

Thanks,
Vamsi

Mikael Sandberg

Replace the transition in the if/else component if the approvers - customer = reporter with the Approve/Decline request action.

Howard Nedd

This solved my issue @Mikael Sandberg thank you!

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