A knowledge document is not assigned to a next assignee specified in an Approval Process

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

A knowledge document is not forwarded to a next assignee. After it is saved, it will be assigned to an original author.

STEPS TO REPRODUCE:

1. Create a new Approval Process Template and add 2 tasks to the Task List.
2. Set up assignee to the added tasks.
3. Specify the created Approval Process Template to a Knowledge Category.
4. Create a new knowledge document under the knowledge category with the Approval Process Template.
5. Save the knowledge document and click 'Forward' button. The Forward document screen shows the specified assignee in the Next Assignee field.
6. Select the assignee and click 'Accept' (Save) button.
   --->
   Assignee is back to the original one not the assignee specified on the above step 5.

Environment

SDM 17.3 and 17.4

Cause

Product Defect

Resolution

The fix of the problem is in 17.4 RU2. Please see the RU2 (17.4.2.0) Release Notes for more details.

CA Service Management 17.4.2.0 Release Notes

To install the RU2 patch, please refer to the following document.

Installing CA Service Management 17.4.2.0