serial workflow escalation issue

[NM]

Hi,

We have recently seen an issue with serial workflow.

Use case - Entitlement and account request should go to manager for first level approval and second level approval should be entitlement rank 1 with rank 2 as escalation.

observations-:

first level approval works fine but for second level approval escalation (Owner rank 2) it shows approved in request history even though request is still not approved and present under pending approval tab.

ss below, has anyone faced similar sort of issue?

Thanks!

[SumathiSomala]

@NM Share the workflow Screenshot

[NM]

@SumathiSomala , workflow ss-

[SumathiSomala]

@NM Does requested entitlement has owner with rank 2?

if yes share the logs.

[NM]

yes.. and it even goes to the approver(Rank 2), but it generates another entry which shows approved of requestor.

Logs for account requestaccess, it goes to owner rank 2 even though it shouldn't, and status shows a s approved.

Thanks

[rushikeshvartak]

use parallel workflow

[NM]

Hi @rushikeshvartak , Yes we ca use that.. but my concern, is it an expected behavior or a defect as it doesn't happen for owner rank only at the for escalation. 

[rushikeshvartak]

It seems config issue

[NM]

workflow(Serial) ss - 

I believe it looks okay, Let me know if it is wrong...

[rushikeshvartak]

It works as expected 

Rank 1 :

[NM]

Hi @rushikeshvartak , it works as expected when we only keep first level as RANK1 and esc to rank2 but try adding manager as first level(for account and entitlement in one request) and then rank 1 as second level and rank 2 as escalation.

It shows as approved even though it is not.

below SS for reference-