SD - Approval state - Can't transit to another state if next state sends notification with empty approval result comment

This article is about product releases

ALVAO Service Desk 10.3 and higher

Symptoms

If approval is cancelled or expired and in process is set transtion to status with sending custom notification to requester with [$ApprovalResultWithComment$], cancellation or expiration of approval will result in error 500. This could also happen for accept and reject if ApprovalItemNotesHtml and mHdTicketApprovalItemNotes have null values.

Cause

The cause is a bug in ALVAO products.

Solution

Fixed in release 25.2.121 - 25.2 RTM (code freeze 2025-06-02; 2025-07-10)

Workaround

Issue number

T177483ALVAO

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