Creating a CSR from Template can bypass all workflow Statuses and Approval requirements.

If someone creates a CSR Template from a CSR where the status has advanced, this can bypass all approvals when they create a new CSR from template.

A new CSR (from template or not) should always start at the Start status.

Can this be corrected?

Parents
  • Hello Amanda,

    According to the technical documentation, the feature is working as expected as it allows you to specify default CSR values by saving a CSR as a template.

    When you save a CSR as a template, the values displayed in specific fields of that CSR become the default settings for new CSRs created within the same service domain. These are the fields that will be impacted in the CSR template:
    •Application
    •Environment
    •CSR type
    •CSR status
    •CSR priority
    •Workflow
    •Queue
    •Assigned User

    That being said, the CSR template is correctly reflecting the status of the CSR according to the workflow rules.

    To resolve this, make sure to save the Template at the correct CSR status.

Reply
  • Hello Amanda,

    According to the technical documentation, the feature is working as expected as it allows you to specify default CSR values by saving a CSR as a template.

    When you save a CSR as a template, the values displayed in specific fields of that CSR become the default settings for new CSRs created within the same service domain. These are the fields that will be impacted in the CSR template:
    •Application
    •Environment
    •CSR type
    •CSR status
    •CSR priority
    •Workflow
    •Queue
    •Assigned User

    That being said, the CSR template is correctly reflecting the status of the CSR according to the workflow rules.

    To resolve this, make sure to save the Template at the correct CSR status.

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