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Ticket approvals are sent to all departments after creating a CAB

Overview

When you create a Change Advisory Board (CAB) Department Approver, ticket approvals are sent to all departments instead of the department under the CAB specified for the ticket.

Environment

Web Help Desk 12.0 through 12.3

Cause 

The department approval rules are skipped when a newly created ticket has a location. Approval members were chosen based on the location.

Resolution

This issue is resolved in Web Help Desk 12.4.1 and later. Update your software to the latest release. 

 

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