Approval Step Complete is Displayed as Canceled When Escalated

[Shawn Xu]

We have a workflow setup that allows tickets to be escalated from the customer portal without being approved priorly (by transitioning to "escalated" status). Once approved, the ticket proceeds through the flow as usual.

Since November, we noticed that when a ticket moves from "Waiting for Approval" to "Escalated" status, the Approval Step Complete is marked as "canceled" which can be confusing. This has not occurred previously.

Is this a normal behavior? any ideas how can we remove it?

Thank you!


JSM Side

Portal Side

[Thuan_ Do Dang]

Hi @Shawn Xu ,

Please check your workflow at Waiting for Approval step and see what transition will be executed when approved.

[Shawn Xu]

Hi @Thuan_ Do Dang 

We always have it set to transition to "Doing" after approval. When tickets don't get approved soon enough, it can be escalated first and then approved. This had been working fine until November. Everything still works the same like before except tickets started to get marked. 

Here is the before