You have maintained multiple Approvers or multiple steps for Ticket with the "Skip Reapproval" functionality checked. But when one of the approvers rejects the approval, all approvers are being added again to the Approval Process.
Cloud for Customer
Reproducing the Issue
- Go to the Service workcenter.
- Go to the Ticket view.
- Open Ticket ABC (ABC stands for the name of a Sales Quote).
- Go to the Approval facet, you might see:
Example1: the approval has been rejected by 1 of 4 approvers, however all 4 approvers are added to the approval again.
Example2: the approval has been approved by Approval XYZ (XYZ stands for the name of a Approver) once in the Approval Process step 1 already, but it is still shown as pending with Approval XYZ.
Your expectation: the Approver who had already approved the Ticket once will not need to approve the second time.
The skip reapproval indicator affects only ONE approval cycle.
The meaning is, if there are multiple approval steps within one approval cycle where the same approver is determined, he/she has to approve it only once with the "Skip Reapproval" indicator set.
The Ticket submitted again which started the SECOND approval cycle. In this cycle all required approvers have to do the approval irrespective of previous cycles.
Skip Reapprova , KBA , LOD-CRM-SRP , Service Request Processing , How To