Case Remains in Approval Queue After Message Approval or Rejection
Brian Smith
Published:
07/02/26 11:25 AM
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0
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Description:
When a Message Approval Rule is triggered, the associated Case is correctly added to the Approval Case Queue for review. However, after the message is either Approved or Rejected, the associated Approval Case is not automatically removed from the queue.
Expected Behavior:
Once an approval decision (Approved or Rejected) has been made, the corresponding Approval Case should be automatically removed from the Approval Case Queue, as no further action is required.
Actual Behavior:
The Approval Case remains visible in the Approval Case Queue after the approval workflow has been completed, resulting in stale/completed cases remaining in the queue.
Impact:
• Creates clutter in the Approval Case Queue.
• Makes it difficult for reviewers to identify outstanding approval requests.
• May lead to confusion regarding the current status of completed approval cases.
ASK:
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