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Hello all,

With Remedy ARS 4.5 and Change Management 4.0.3, if the "Approval Process" for a particular Change Request has already restarted, and it needs to be 'reset', Remedy's reccommendation is to move the current Change Request's 'Approval Status' to "Approval Process Canceled" and to open a new Change Request. My org was not content with this, so I have been walking down the road of how to in effect reset the approval process while remaining on the same Change Request. I have nearly completed my specs and workflow discovery for this enhancement, but just wanted to ask if anyone else has attempted / accomplished this, and if so do you mind sharing your basic approach?


Thanks,
Kenny Young
(501)905.4438
Sr. C/S Developer
ACI Remedy IT Support
ALLTEL

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Kenneth,

Another approach would be to Reject one of the remaining open approvals.
Assuming you are using the Change Level approval process, you could reject one
of the approvals which would close any open approvals and then notify people
who have already approved that it was rejected and move the status of the
Change to Pending Supervisor Action. You can restart the approval process, by
moving the Approval Status from Rejected to Pending Approval.

There is an issue if you reject multiple times. The system will notify anyone
who has approved the Change at any point that the change has been rejected. In
addition, it notifies them the number of times they have approved the Change.
So if I approved a change 2 times and it was rejected twice. On the second
rejection I would get two notifications. It appears they are triggering the
notification off each of the approval records.

-jeff


-----Original Message-----
From: Kenneth.Young [SMTP:Kenneth.Young@ALLTEL.COM]
Sent: Tuesday, December 31, 2002 9:45 AM
To: ARSLIST
Cc: Kenneth.Young
Subject: Change Management - Resetting the approval process

<< File: Change Management - Resetting the approval process.HTM >>


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