Ticket Workflow Approval Step requiring 2 votes to approve went to next step with only 1 vote
I'm in the process of creating a new workflow. It contains an approval step using Vote approval mode. It requires 2 votes to approve and 1 to reject. In my test the ticket was assigned to a responsible group but did not have a responsible individual assigned. The approver roles were set to responsible's manager and responsible's primary group manager. Only one approved this step but it advanced to the next step. Is it somehow treating this person as 2 people?
Answers (3)
One thing we've done is added a task at the start of the workflow for the responsible individual/group (whatever the case may be) ensures that the ticket is assigned to an individual before marking that step complete. What are your thoughts on that? Can you think of any other prettier ways to ensure that we get the two votes? - Kimberly Lawrence Mon 1/14/19 11:49 AM
It's the "Responsible's Primary Group Manager" role that wouldn't have anything to evaluate to in the case where a group is responsible for the ticket.
If this step is going to be reliant on roles based on who is responsible, and that value could be a group, you're really only going to be able to use either the "Responsible" role or "Responsible's Manager" because the others don't apply to groups. Otherwise, your step to first set an individual as responsible should do the trick.
Just remember, you *can* have more approver roles selected than the necessary number to vote to approve/reject the step. - Mark Sayers Mon 1/14/19 12:26 PM
Since a group *can't* have a Primary Group, that "Responsible's Primary Group Manager" role wouldn't make sense to use on tickets that will be assigned to groups. - Mark Sayers Mon 1/14/19 1:38 PM
Would this be considered a bug since it went to the next step without 2 votes? - Kimberly Lawrence Mon 1/14/19 2:24 PM
Based on this KB article ( https://solutions.teamdynamix.com/TDClient/KB/ArticleDet?ID=50087 ), and after looking at your scenario again, I think the following happened:
1. Your approval roles evaluated out to only 1 person/group: the Responsible's Managers, and since the responsible was a group, this means that any manager of that group could cast a total of 1 combined vote towards this step.
The other role didn't have anything to evaluate to, so we're left with 1 possible vote to be cast.
2. That manager cast their vote towards the "Approval" vote of the step, and the voting ended because all possible votes had had been cast.
Based on the total number of possible voters (1), and that vote having been cast towards the Approval side, there were no longer any votes remaining to reject the step. Therefore, even though the Approval requirement had not been met, the Rejection requirement could not possibly have been met, and the step was considered approved. - Mark Sayers Mon 1/14/19 3:14 PM
You would have to have at least two distinct persons or groups responsible for the approval step so their unique votes could be cast. - Mark Sayers Tue 1/15/19 10:46 AM
Hello Kimberly,
If the ticket were assigned to a group. It would have equated both of those role options to the Manager of the group I believe. In this case I don't know that it should cause that to count as 2 votes when the person votes one time, so I will need to check into that for you.
Are you able to show me screen shots of the configuration of this approval step?
Sincerely,
Mark Sayers
TD Support