Approval Skipping Transition Conditions

Question

I have an issue with an approval step. Once a user approves it by clicking the Approve button, the workflow sends it to the next state. The transition between the two has a condition the not allow the transition to the next state while linked subtasks are not marked as 'Done'. However clicking the Approve button sends the issue on its merry way to the next state even tho the subtasks are not set to 'Done'. Any one else experience this? This a known issue? Or a workaround available?

Travis_kidmpd · Answer

Hi @Kai Becker

Totally get the portal view and not being able to see sub-tasks. Said tasks are for the Service team specifically so the customer does not need to see them. However, they do need to be completed before the issue moves to the next step.

Here's the portion of the workflow in question:

Automation rules are currently creating the sub-tasks when the issue moves from Manager Approval to IT Approval. There is a condition on the IT Approval -> Procurement Approval transition where said sub-tasks are supposed to be checked to be 'Done'. However, this is not being honored when the Approve button is clicked by an IT approver. (IT members responsible for the sub-tasks are also the approvers so they can see them.)

My concern more generally as I start to implement other approvals is that if I add any other conditions, say field requirements (yes, could be done with validators, just an example), is that they will not be honored when the Approve button is clicked,

Any other thoughts?

Kai Becker · Answer

Hi @Travis

thanks for your question. I haven't had such a configuration but I guess it is working as expected. 
You need to keep in mind, that the approval process via Service Management is a huge benefit for approvers without Access to the issue view. They usually can only take a look at the portal view of the request. So they will never see the related Sub-tasks.

Thinking about your current setup: does the Approver (need to) know about the sub-tasks and their state?

I would recommend the following workaround:

the approval step should be active when the sub-tasks get closed. Will sub-tasks being open, the issue would reside in a previous status and could be transitioned to the approval step via Automation rule, as soon as the sub-tasks are closed.

Hope this helps