Change Management Approval Chains are not working in Change Templates

Products

• ServiceDesk

Issue/Introduction

When Using Change Managements new "Build Approval Chain" in Servicedesk 8.0, if you include an approval chain in a change template, the approvers are not placed in the correct order, and tasks were not being assigned. For Example, if your approver chain was configured in the template as:

 

Approver 1

Approver 2

Approver 3

 

When you use the template, the approvals occured in the worng order. 

 

Approver 2

Approver 3

Approver 1

 

And the tasks were not being assigned and notifications were not properly occuring.

N/A

Cause

Defect in Source code

Resolution

A revised dll is attached to this KB article  This should be installed in the ...Symantec\workflow\shared\customlib folder.

To do this:  

Stop IIS - IISreset /stop

Stop the Symantec Workflow Service

 Replace the file - rename the existing one to .old

Restart the Symantec Workflow Service

Restart IIS - IISReset /start