I have a technical issue with my Approval Flow/Approval process behavior. What information and details does support require in the Case to begin investigation?

The following details are typically relevant for inclusion on all technical investigative approval process issues. As Approval Processes are uniquely customized within each realm it is recommended to include all information in order to receive the most prompt and timely response from the technical support team.

Customer Administrator membership is required for access to the Approval Processes

System Navigation: Core Administration > Manage > Approval Processes.

Please refer to the additional information section here for in depth explanation on what information is the sought as a response to each point of the template.

1. Expected system behavior
   • What approval flow/document results are expected?
2. Approval process configuration that accurately meets this expectation
   • In depth documentation showing that the current configuration that does meet this expectation. We recommend including picture attachments to clarify the configuration along with response on the points to follow.
3. Approval Process Title
   • The approval process Title is displayed for each individual approvable type in the search results or at the top when selecting the approval process. The Approval Process in question must be in an Active state.
4. Date of Approval Process Last Modified
   • The Last Modified date can be found when searching for a particular approval process as shown below:
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5. Approval Process Rule or Filter
   • The Approval Rules, Filter Rules, and Approvable Edit Rules are available once an approval process has been selected.
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6. Approvable Document ID
   • The Approvable Document ID is the UniqueName of the document to be approved. For example, PR155751.
7. Date of Approvable Document ID's current approval flow draw
   • When a document is created, this date is attached to the document as the CreateDate. The system matches the active approval process for a given document type to a specific document based on the CreateDate. If an approval process is modified after a document has already been created, the document will continue to reference the previous version of the approval process.
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8. Affected UserID, Group, Approver List, etc
9. Approver Lookup Table row number
   • If using an Approver Lookup Table, which row number within the imported .csv file should have pulled for the example approvable in question?
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10. Error Message
    • Exact error as it is written and appears in the UI. This should not be a summary or interpretation as most error messages and their resolutions are captured in the knowledge database.
11. Prior Consultation
    • Is this a recurrence from a Previous SR#? If yes, what was the Case number?
    • Did an alternative Ariba support team assist; Best Practice Center, Deployment, etc?
    • CONNECT/Knowledge base article number
    • Any URLS that have been reviewed; such as product documentation from the help portal

Core Procurement > Core Administration > Approval Flows
Core Procurement > Core Administration > Approval queues
Core Procurement > Core Administration > Approver lookups