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Absent Member.. Absent Member..
Absent Member..
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Approval status to be sent in email

 

Hi Experts,

 

When raising tickets from SRC , we trigger an email to the user which should have the approval status as either " approved" or "Pending" in case of pending approval.

 

We noticed that initially when a record is created from SRC no Approval status is set and only after the ticket enter  the next phase on submit of the request teh approval status field is populated.

 

We have tried defining the rule set in "On Enter" of next phase as well as transition of first to next phase , still the approval,status field is empty , please suggest how to acheive this.

 
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Outstanding Contributor.. Outstanding Contributor..
Outstanding Contributor..

Re: Approval status to be sent in email

Hi,

 

I think this post can be helpful for you:

http://community.hpe.com/t5/HPE-Service-Desk-Support-and/Email-Approvers-when-Approval-Status-is-ready/m-p/3775299/highlight/true#M39570

 

Thank you and Best regards,

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Absent Member.. Absent Member..
Absent Member..

Re: Approval status to be sent in email

Hi ,

 

Thanks for your reply , however no much information is avaiable in the link too.

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Micro Focus Expert
Micro Focus Expert

Re: Approval status to be sent in email

Hi, Madhu

Please share the SRC version, and SM RTE/application/webtier version you are using, i will reproduce the issue -- the approval status is empty initially in OOB.

Thanks

Desmond

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Absent Member.. Absent Member..
Absent Member..

Re: Approval status to be sent in email

Hi ,

 

Sorry for the late reply.

 

Please find the details .

 

Product: service manager    Version: 9.33

webclient : 9.33.1015.p1

SRC: 9.33

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Micro Focus Expert
Micro Focus Expert

Re: Approval status to be sent in email

Hi, Madru

I could not reproduce the issue in 9.33 server/src OOB. When the ticket is created in SRC, the approval status in SM is set as pending right away. Attach the screenshot.

You need to check where to reset the vaule to null, and remove the reset.

Thanks

Desmond

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