Catalog Approval is setting incident to resolved?

Question

Our Employee Onboarding Approval Catalog Item is setting the state of the submission to resolved after the approver approves. I tried setting a Set State condition to New or Assigned but it is not working. Am I placing the Set State condition in the incorrect location?

michael.clark · Answer

One issue I found as an administrator with the Global Setting turned OFF for Resolve at workflow, was the agents were used to requests resolving automatically when the workflow's last task was completed.  We had many tasks that had to be completed as part of the workflow and the last task completed auto resolves the ticket.

You could address by moving the Set State and the Assign to Tier 1 up under the Send Notification step and adding 1 Task under Assign to Tier 1 for something like "Onboarding Process Complete".  This task would be the last step and when marked complete, SWSD would auto resolve the ticket.

MikeMcGovern · Answer

Hi, Armando!

If I'm understanding correctly, there's a global setting that dictates this behavior. If you go to Gobal Settings > Service Desk Settings and toggle off 'Auto set state to Resolved at workflow completion' I think that will solve the problem.