Query on SR process flow

Question

What is the reason behind a SR is directly landing in to the workgroup without approvals. Only happening in mobile app with specified user level other than mobile app it is working fine in web or application.

Description - When a SR is raised ticket goes for approval then after approval it will be landed in Workgroup. But in this case (mobile app+specified user level ) it is not following the approval process and also no skip approval is enabled for catalog.

Rajini.kanth · Answer

@Syed.aPlease check the "Number Of Approval" option on the mobile app under Service Request after filling out all of the information, then click next, and the Number of Approval information will be found on the next tab.If you configured the approval and it still does not appear or the request is not continuing through the approvals, there could be an issue with the mobile application web services.In this case, you can log an incident on the SummitAIsupport portal to address the issue.Thank you for contacting us.Symphony SummitAI

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