Status Switches from Resolved-Pending Approval to In Progress

[CaityRi]

Good morning, A few of our team members are encountering a strange error with Workfront, and I haven't been able to find a solution. If an Issue is marked Resolved – Pending Approval and then someone adds a comment after this status is updated, then it automatically switches the status to "In Progress". This is particularly troublesome as we often have multiple approvals in our workflows. Any help would be greatly appreciated! "http://www.freelibrary.org/" target="new"> CAITY RIETZEN Project Manager Information Technology 215-686-7500 | "http://www.freelibrary.org/"> freelibrary.org Parkway Central Library, 1901 Vine Street, 19103 (She/Her/Hers)

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[VicAl]

I haven't seen this with Resolved (which equates to Closed in our case). Does your Resolved Status equate to Awaiting Feedback? When a Status is set to Awaiting Feedback, a comment on the ticket is presumably the feedback you've been waiting for so WF automatically changes the status back to In Progress for you. This part is intentional. But it can cause issues with Approval triggers. I have seen it with In Progress – Pending Approval on our side. We trigger an approval process using the In Progress status. Then someone triggers it, and it gets approved for this portion of the workflow, then someone sets it to Awaiting Feedback for something. A comment comes in and sets the status back to In Progress (which inadvertently kicks off our Approval process again). I suspect it may be something of this nature that's giving you the headache. But if not you may want to call WF as a Comment on a Closed Issue should not reopen it.

[SkyeHa]

this is one of my open tickets (1145318), so if you want to, you can submit another helpdesk ticket detailing the issue and mentioning my open ticket so they group into the same place. I submitted this issue at the end of May. -skye

[VincentGo]

" When a Status is set to Awaiting Feedback, a comment on the ticket is presumably the feedback you've been waiting for so WF automatically changes the status back to In Progress for you. This part is intentional. But it can cause issues with Approval triggers." Vic, this is super helpful. It explains a lot of what we're seeing too. I've been trying to figure out a pattern, but haven't had time to do extensive research. Our scenario: 1. We've had requests in approval workflows (our approvals are set to "Awaiting Feedback - Pending Approval")... 2. A person comments on the request. 3. The status is changed to "In Progress" and the Approval Workflow is severed. (the Approval Workflow is supposed to go to "Awaiting Feedback" if approved, "Closed" if rejected) Vincent Goodwin The Capital Group Companies

[VicAl]

Hi Vincent, Yep, that's exactly what's happening to you. I wish WF would provide a setting to allow you to select the status upon approval (like they do with the Rejection). If anyone knows of a Feature request, I would upvote it. If not, I can create one. In the meantime, we just don't use the Awaiting Feedback to trigger the Approval. We use In Progress or something else (depending on the workflow – you an even create your own status for this purpose). Then we either have them manually set the status to Awaiting Feedback or I actually just created a job to have our API change the Status once the Approval was completed. So we found a way around it, but it would be easier to just let you have a Trigger status, an Approved Status, and a Rejected Status.

[CaityRi]

Skye- that would be very helpful, thank you! I'll ask the Admin if the status equates to Awaiting Feedback, but I don't think that's how it's set up... Will definitely look into further. I believe that it's only happening in one of our queues, though, so it could be a problem with how it's setup. I feel like it started happening out of the blue though, after the queue had been setup for a couple of years. Caity Rietzen The Free Library of Philadelphia

[VincentGo]

Caity, I have that same gut feeling too. It happened a handful of times in the last year, but now, it's consistently happening. Vincent Goodwin The Capital Group Companies

[SkyeHa]

no problem, Caity, just submit a ticket on your side and asked for it to be linked to my ticket number. It will provide them with a way to prioritize the work (the more people submitting the same ticket, the higher up it goes) and it would provide you with a way to get updates (they will notify you once they have deployed a fix). Let me know if you need anything else! -skye

[DarrenHa]

We also have this issue where an approval process will be marked as "rejected" when someone makes a comment. My ticket for this has been open for about two months now( #1145375 which is linked to #20639413 ). Really a pain since we have multiple Compliance steps and a Client review step, and if any one of them gets rejected, you have to start all over - presuming they're even in the office and paying attention to the request to get it expedited back through. Darren Harper Arvest Bank Group Inc