I just went through a similar issue yesterday where the approver list wasn't correct. Try this and see -
Open AP:Role and find the approval role for the specific group. It will be based on the SGP000### support group id of the approving group.
Query the Support Group form for that group. Refresh the People list. Highlight the record for that person. Use quick action to take him offline. Use quick action to put him back on-line. Now go look at the AP:Role record again. Is it cleared up for all future approvals?
FYI List - We found that with ITSM 7.6.0 on AR 7.5 the AP:Role records used for approvals weren't matching the list of people in a support group with Approver role. The root cause turned out to be two things -
1. People added to the group and given approver role by starting from the CTM:Support Group form and adding the person.
2. Adding people with approval role via the Data Management tool
The only successful way to add a new person to a group and get the approval role to build properly was to open their people record and add them to the support group there.
The trick we found to get the AP:Role to build after it had been added via method 1 or 2 was to open the Support Group record, multi-select all the users, use quick action to take them all off-line and then put them back on-line.
Your mileage may very.
Kelly Deaver
L-3 Stratis / FAA Contractor
L-3 Stratis / FAA Contractor
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_-------- Original Message --------
Subject: Re: Change Approval rights
From: Larry Barnes <larry.bar...@thecreek.com>;
Date: Fri, March 18, 2011 9:40 am
To: arslist@ARSLIST.ORG
**Yes the approval server is on the same version and patch as ARS. (7.5.00 patch 007)Thanks for looking.
** Is the approval server the same version and patch as ARS?
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 16, 2011 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Approval rights
-----Original Message-----_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
From: Larry Barnes <larry.bar...@thecreek.com>;
To: arslist <arslist@ARSLIST.ORG>
Sent: Wed, Mar 16, 2011 6:32 pm
Subject: Re: Change Approval rights
**Sorry, I forgot to include basic info:Change Mgmt 7.0.03 patch 009ARS 7.5.00 patch 007Atrium CMDB 7.5.00 patch 004
** What version?
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, March 16, 2011 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Approval rights
-----Original Message-----_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
From: Larry Barnes <larry.bar...@thecreek.com>
To: arslist <arslist@ARSLIST.ORG>
Sent: Wed, Mar 16, 2011 4:50 pm
Subject: Change Approval rights
Hello all, I'm stumped with an issue I'm having with CRQ approvals. I'm now seeing tickets come through with multiple approvers; normally not an issue but some of the approver are the person. Example; Say I have a manager whose name is Adam Approver and his logon id is adaapp. I would see both adaapp and Adam Approver records that require Adam's attention. Adam selects the 'adaapp' entry and approves and then selects the "Adam Approver" record and can not approve because he doesn't have the rights to approve for Adam Approver! I, as an Admin, can select this record and set it to approved. Questions: 1. What causes 2 entries to be created? (adaapp & Adam Approver) 2. What rights does this user need, short of Administrator to approve this second record? Any help would be greatly appreciated. As always, Thanks for your time! Larry B. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgattend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
