Leeds requests missing
Description
Reported by Brakeline IT, Monday 21 September, 08:47.
Six access requests for drivers at our Leeds depot have gone from every queue. They were waiting for approval when our Leeds manager was promoted to regional manager on Friday. The six drivers can't start on the new scanners until they are approved.
Can you bring the requests back?
Linked issues
- relates to SUP-212 Requests not reaching an approver Done
- relates to SUP-277 Access requests stuck after reorganisation Done
- relates to SUP-1163 Brakeline: Leeds manager becomes regional manager on Friday, what do we change? Done
- relates to SUP-1199 Brakeline: Callum covers Leeds approvals until Monday Done
- relates to ENG-1805 Waiting requests follow their depot's approver (mirrored from ACM-320) Done
- relates to SUP-1219 Brakeline: can requests go to a deputy while a depot manager is away? In Progress
- relates to SUP-1253 Brakeline: show where a moved request waited, in the audit log export Done
- relates to SUP-1258 Brakeline: email says '3 requests moved to you', do I need to do anything? Done
Comments (19)
Hi Sam, thanks for the clear report. The requests haven't been deleted; I'm checking where they're waiting now. One question while I look: has anyone else at Leeds been given the depot manager role since Friday?
No one. Callum's replacement isn't picked yet.
Hi Sam, nothing was deleted: the six are still waiting on your Leeds manager's old role. Any Brakeline administrator can approve them today:
- Open Access, then All requests
- Filter on the Leeds depot
- Approve the six waiting requests
All six approved, drivers are on the scanners. Thanks Ines.
Cause: a request waits on whoever held the approver's role at its depot when it came in, and a role change doesn't touch requests already waiting (identity-service:src/Approvals/ApprovalRouting.php). Leeds' six were waiting on Callum Reid, promoted on Friday, and nobody else at Leeds holds the role. Same cause as SUP-212 and SUP-277 last year, both closed as can't reproduce because we never saw where those requests had waited.
We also answered Brakeline's role-change question last week (SUP-1163) without a word about waiting requests. Adding that line to our role-change reply. Question for engineering is on ACM-256: should waiting requests follow the role or the person?
Thanks for sorting this so quickly. Will this happen again next time a manager moves? We have more changes coming with the regional structure. Would be good to hear about it before it bites.
Lena's answer on ACM-247: requests should follow the role, in a plan of its own after Kelderby's go-live. Until then they wait on that person, and administrators approve them under All requests.
Hi Priya, for now, yes, it can. Until we change it: when a depot manager's role changes, approve anything waiting on them first, or check All requests for that depot the same day. Our product team will fix it properly, and I'll tell you here when that's planned.
Reopening: two more Leeds requests stuck since Friday. Dean Whitaker started as Leeds manager this morning, and I set all nine depot managers as approvers first thing, moving Leeds from Callum to Dean. Forgot to check what was waiting on Callum first, as Ines said. The two were waiting on Callum. Same thing?
Hi Sam, yes, same cause: the two were waiting on Callum's Leeds role when it moved to Dean. Approve them from All requests, filtered on Leeds, as in September. New requests go to Dean from now on.
Approved. Thanks.
Second time at Leeds, third with this cause counting SUP-212 and SUP-277. Eight Leeds requests held up since September; noted on ACM-256 and raised with Lena today. It shouldn't wait for after go-live.
Plan started in Emargen: ACM-320, Waiting requests follow their depot's approver. When a depot's approver changes role, the requests waiting on them go to whoever approves there now, or to the customer's administrators when nobody does.
Sam read the ACM-320 brief with us on this morning's call. Happy with it.
ACM-320 approved by Lena this morning, first task claimed. Keeping this open until it ships.
Hi Sam, Priya, the fix went out yesterday. From now on, when a depot's approver changes role, the requests waiting on them move to whoever approves at that depot now, or to your administrators with a line saying "No approver at this depot". Each moved request shows who it waited on before and when it moved, and the new approver gets one email listing what moved to them.
Great news, thanks Ben. Saw it work at York yesterday afternoon already.
Good to hear. Closing this one.
Taking this. Six Leeds requests, approver promoted on Friday. Reading the routing before I reply.