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Version: Current

Troubleshooting: "Remember Response" Not Applying Correctly

Problem​

An approval step is configured with "Remember Response" (apply_previous = TRUE), but it is still assigned to the user with a PENDING status instead of being automatically actioned based on their previous response in the same approval flow.

Common Causes​

  1. No Previous Response: The user has not actually approved or rejected any previous step within the same approval flow for this specific document. "Remember Response" only works if a prior decision exists within the current flow instance.
  2. Incorrect Sentence Configuration: The Apply Previous toggle for the specific "Get Approval" action in the Sentence was not actually turned ON or the change was not saved.
  3. Different Approval Flow Instance: The user's previous approval/rejection occurred in a different approval flow instance (e.g., the document was rejected, reverted, edited, and resubmitted, starting a new flow). "Remember Response" does not carry across separate flow instances.
  4. Step Actioned by Different Mechanism: The step might have been actioned by delegation or escalation before "Remember Response" could apply.
  5. Caching/Timing Issue (Rare): A delay in processing the previous step's completion might momentarily prevent the system from recognizing the prior response when activating the current step.

Troubleshooting Steps​

  1. Verify Previous Response:
    • Open the document and examine the approval flow display.
    • Look at earlier steps/milestones within the current flow instance.
    • Did this specific user actually approve or reject a previous step? What was their response status (APPROVED or REJECTED)?
  2. Verify Sentence Configuration:
    • Identify the Sentence responsible for the approval step where "Remember Response" should have applied.
    • Go to Settings > Automations and edit the Sentence.
    • Find the relevant "Get Approval" action.
    • Confirm the Apply Previous toggle is turned ON. Save if changes are needed. (Note: This only affects future approvals triggered by this Sentence).
  3. Check Flow Instance: Review the document's Audit History. Was the document recently rejected and resubmitted? If so, this is a new approval flow, and previous responses from the prior flow instance will not be applied automatically.
  4. Check Step Status: Look at the user's current status for the step in question. Is it truly PENDING, or did it get set to DELEGATED or ESCALATED?
  5. Retry (If Applicable): If you suspect a timing issue and have just corrected the Sentence configuration, you might need to revert and resubmit the document (or wait for the next similar document) to see the corrected behaviour.

Need Help?​

If "Remember Response" is consistently not working as expected after verifying these points, contact Zudello support. Provide:

  • The Document UUID.
  • Screenshots of the approval flow display showing the previous response and the current pending step.
  • Screenshots of the relevant Sentence configuration showing "Apply Previous" enabled.