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JacalynB Member since 2015 3 posts
FBI
Posted: 2 years ago
Last activity: 2 years 7 months ago
Closed

Approval Smart Shape not behaving as expected on parent case

I am experiencing an anomaly with the Approval Smart Shape that I'm hoping someone will be able to help with. I apologize in advance, but due to policies at my place of employment, I am unable to provide screenshots of my work flows or sections.

Scenario: I have a parent case that can have up to 4 child cases.

At the end of each of those child cases, there is an Approval Smart Shape, followed by an End shape. Using a single level approval flow type, if the search is approved it is continued and the status is set to Resolved-Completed. If it's rejected we change the state to Search and set the status to Open. When the section is approved, I see the appropriate confirmation note of, "Thank you! Your case has been Resolved-Completed."

On the parent, once all of the child cases have a status of Resolved-Completed, the case is advanced to an Approval Smart Shape (followed by an End shape). The same scenario is present as with the child cases: Using a single level approval flow type, if the parent is approved it is continued and the status is set to Resolved-Completed. If it's rejected we change the state to Search and set the status to Open. When the section is approved, I see the confirmation note of, "Thank you! Your case has been routed for approval." This is the incorrect confirmation note.

In an attempt to "force" the confirmation note to be what I need it to be, I applied a data transform on the connector from the Approval Smart Shape to the End shape. When I had Tracer open and performed an Approval on a parent case, the data transform was never executed.

I am at a loss as to what could be going wrong with the parent Approval Smart Shape not setting the correct pyConfirmationNote. Any direction or help is much appreciated.

Case Management User Interface
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