In looking at the logs, it appears that my custom process is not being used, and instead the -Global- process is being used. This is strange, because I have two different custom approval phases tied to the company, both are set up correctly in the Approval Process Configuration and are using the correct Process Flow Configuration.
>From my perspective, this is looking like it may be a defect either in the >Approval Engine or Change Management in ITSM 7.6.4. I'll continue testing a >bit more but I may have to open a ticket with BMC support, which will be >extremely painful because it seems like nobody in support understands how >approvals work. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Pierson, Shawn Sent: Thursday, October 18, 2012 9:42 AM To: arslist@ARSLIST.ORG Subject: Approval Engine Notifications Good morning, I've been tasked with building a custom approval process. The requirement is that on Change Management, the Close Down Approval isn't to take place until at least 24 hours after the Change Request is completed. The way I was thinking of handling this would be to use a custom Process Definition (which I've already created) to use instead of the typical Close Down approvals. Since my users do approvals via email, I figure it's ok to go ahead and add them as an approver to the CRQ, but I'd like to delay the notification until 24 hours. The way I was planning to do this is to set the Signature to be due within 24 hours on the Process Definition record. Then, I would just generate a single email for when signatures are due in AP:Notification. Unfortunately, it looks like the system still sends out the initial notification, and I am waiting a little longer (I set it to one hour for testing purposes) to see if the other notification goes out. Either way, it looks like it's not working correctly. Do any of you have any suggestions for doing delayed approvals? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
