We are working with Servicedesk Plus (Ver 9.1 Build 9100) and we are having an issue with Approvals for Service Requests.

Through testing I have concluded that every time a technician performs an update to the “Resources Info” section by answering the customized questions for any given Service Request, and then saves the request, this puts the request into an “on hold” status. I’m not sure why this happens, but once the request is in the “on hold” status it wipes out the prior approvals that were already granted and starts the approval cycle again by sending out the 1 ^st stage notice of approval email. Again, the approver will send their approval and if I answer one of the "Resource info" custom questions, the request goes into an "on hold" state and starts the approval process over again.

Need some help with this. I emailed Manage Engine support nearly 2 weeks ago and never heard back.