3234846 - Approval Rules do not trigger for some users

From the end user's perspective, it may appear like there are approval rules that aren't triggering though when the approval rule is tested, the rule returns the value of 1.

SAP CPQ

• This is likely due a knowledge gap on how the CPQ evaluates approval rules.  
• When the system starts evaluating the conditions in approval rules, it first evaluates and triggers those that are the most specific for a user type or a company.
• If there aren’t any specific rules, it continues evaluating the more general approval rules.

• Example: If there is an approval rule set up specifically for Sales/ABCompany and a more general approval rule set up for Sales/All Companies, once the system starts checking the rules, it will first evaluate the condition in the rule Sales/ABCompany.
• Regardless of the result of the condition (true or false), the system won’t check the result of the condition for ABCompany in the general rule Sales/All Companies.

• Consequently, if you have a specific approval rule with a condition resulting to false and a general approval rule resulting to true, the approval rule won’t be triggered because the condition defined specifically for that user type/company results to false.
• If there are no specific rules defined for a User Type, the general rule (Sales/All Companies) will be applied based on the result of the condition

If you encounter this scenario, the recommendation would be to try changing the first approval rule evaluated (according the most specific for the user type that is seeing this issue) to be global (general) rather than applying to the specific user type.

NOTE: If you set the rules for All User Types/All Companies, please be aware that the system may perform slower and lead to overall performance issues.

Help documentation: https://help.sap.com/docs/SAP_CPQ/884885f05e6b4c8082254d4d9d63f19b/f1d4f7014fcb4eac8aed4fa9cc76c90a.html

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