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Home > Success Center > Web Help Desk (WHD) > WHD - Knowledgebase Articles > CAB approval process in WHD remains in Approval Pending status

CAB approval process in WHD remains in Approval Pending status

Updated February 14, 2019

Overview

When CAB approval tickets receive the required number of votes for the Approved status, the tickets remain in Approval Pending status. 

Environment

  • Web Help Desk 12.3 and higher

Cause

Unknown

Resolution

Verify that the CAB approvers are not techs.
If the approvers are techs, perform the following steps in each affected tech account:

  1. Unlink the client from the approval tech account.
  2. Create a new test ticket that requires CAB approval.
  3. Instruct the tech to log in to the Client user interface and approve the ticket.
  4. Verify that the ticket moves to Approved status.
  5. Re-link the client account back to the affected tech account.
  6. Repeat step 1 through step 5 for all remaining techs who are CAB approvers. 

 

 

 
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