Incomplete Workflow Progression in Process Templates with Custom Ticket Rule-based Automation for Status Updates (4372965)

The current challenge revolves around the implementation of a process template, coupled with a Custom Ticket Rule (CTR). The primary objective of this integration is to automate the progression from one stage of the process to the next. Despite the successful status updates facilitated by the CTR, an automatic transition to the subsequent stage remains elusive, needing manual intervention for progression.

It's important to note that the observed behavior isn't indicative of a software defect. Rather, it is an intentional outcome resulting from the intrinsic configuration of the process template and the associated CTR. The design rationale dictates that manual intervention is required to trigger the transition to the subsequent stage. This design is underpinned by the validation mechanism inherent in the CTR, which mandates a comprehensive examination of multiple tables within the ticket. The successful completion of this validation is a prerequisite for activating the transition to the subsequent workflow stage.

In contrast, a conventional CTR typically operates by focusing exclusively on a single table for updating purposes. In the context of the present issue, this singular focus leads to an impasse, obstructing the seamless completion of the ticket's workflow progression. To circumvent this obstacle, a manual intervention is necessary. This intervention involves saving the ticket, thereby reinitiating the validation process. The successful validation outcome then paves the way for the ticket's advancement to the subsequent stage within the overarching process.
 

The current functionality of the SMA aligns with its intended design. It is important to note that the observed behavior is a result of customization specific to this context. In light of this, we recommend engaging our Professional Services   team for further assistance. The customization in question falls within the purview of their expertise and responsibilities, ensuring a comprehensive and specialized approach to addressing this matter. As a reminder, CTRs are out of the scope for the Support team due to the complexity that they may have.