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Moving Service Request to Service Request with Approvals

Sometimes we have Service Requests come through our Service Desk that we'd like to "convert" to Service Request with Approvals. I've successfully been able to Move issue types, however, when I go to Edit the request and add the Approvers, it appears that they Approvers don't actually receive any notification that they need to approve anything. Is there a better way to transition this request? Or should I just create a new one on behalf of the user in the Customer portal?

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Jack Community Leader May 08, 2018

I expect it is how the workflow is designed. Normally approvals happen at creation of the issue. Since the issue has already gone thru that 'transition' then the approvers are not notified. I would suggest you create a transition that mimics the creations, e.g. a transition from the 'approval' status back to the 'approval' status called say "notify approvers" and set up a post function. There may be a better way but that is the option that immediately comes to mind.

Thanks for the response, Jack! Good idea– I'll look into implementing that.

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