Using New status as the Approval Granted status causes auto-approve ticket note (CW)

Problem

If the New status or any other status that is commonly used outside of approvals is used as the Approval Granted status, it will cause the AUTO-APPROVED ticket note to be added to the ticket for a ticket that has nothing to do with approval. This is because DeskDirector assumes it has been approved by the auto-approve mechanism.

Fix

Use a dedicated status for each of the approval states. Utilise a workflow rule to switch the status to a new status if necessary.


How did we do?