When a requested item requires an approval and the approval gets rejected, the new state of the requested item is incorrectly set to Cancelled rather than Rejected.

Steps to Reproduce


  1. Create a new catalog item via the Item Designer.
  2. Add a task (mandatory).
  3. Add one or more approvers, including Bow Ruggeri.
  4. Publish the item and order via the catalog.
  5. Log in as Bow Ruggeri.
  6. Go to Service Desk > My Approvals.
  7. Open a record (state should be Requested).
  8. Reject the request.

Notice that the sysapproval_approver record is Cancelled instead of Rejected.


Change the condition of the "request item closure"  Business Rule from:
current.stage.changes() && (current.stage == 'Request Cancelled')

current.stage.changes() && (current.stage == 'Request Cancelled') && (current.approval == 'not requested' || current.approval == 'requested')

Note – Apply this change with help from the Support team. This change can affect upgrades because this business rule is considered a customization and will be skipped if you upgrade your instance to a new release.

Related Problem: PRB646637

Seen In

Fuji Patch 12 Hot Fix 1
Geneva Patch 1
Geneva Patch 3 Hot Fix 2
Geneva Patch 4
Geneva Patch 5
Geneva Patch 6
Geneva Patch 7
Helsinki Patch 1

Fixed In

Geneva Patch 8

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2016-12-28 04:09:44