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Transition ticket to next status on rejection


We have a request where we need to setup a approval status and it should take approval/rejection from all Approvers and transition ticket to next stage(In progress) even if it is declined by some people.

I have used a Declined transition from approval status to approval status but once this is triggered, the Approval transition doesn't work.

Any suggestions?

Service Desk version: 4.13.24



1 answer

1 accepted

2 votes
Answer accepted
Tansu Akdeniz Community Leader Dec 05, 2022

Hi @Sal 

When you configure the approval mechanism, the system will let you decide which outgoing transition will be used for approval and rejection. If both transitions go to In Progress, it should work as expected.

Briefly, Declined transition should go from Approval Status to In Progress status. Please try this.

Hi @Tansu Akdeniz 
Thank you for your response.

My configuration is below:

Lets say I have added 3 Approvers. First one approves and second declines the ticket, just after the second denial, the "Approved" transition happens and it will not let the 3rd person to approve of deny.

In our case it should capture all approval and declines, and then "Approved" transition should happen.

Tansu Akdeniz Community Leader Dec 06, 2022

Since screenshot requires all approvals to proceed, if someone rejects, approval is declined. It doesn't wait for others to respond. I guess, there is no way. Maybe you can create a ticket to Atlassian.

Thank you @Tansu Akdeniz 

I will create ticket with Atlassian.

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