Trying to find out the correct procedure to change the user/approver on an existing Approval Request. In the below,example, Erica is the current approver. But she is not correct, a diffferent user needs to be choosen.
Also (as some searches said change the approval record), the approval record is read only and controlling policy can not be found.
Going back to the approval list, clicking on the Edit button allows a new user to be added to the approver list.
Editing the State of the new approver from Not Yet Requested to Requested is next.
SO... the big question I have is what to do next with the original requestor. Choosing Approved or Rejected will either move the approval ahead by the wrong approver or will cause the approvel to be rejected which affects the workflow.
Of the remaining 3 choices I am not sure which to choose. I think over time I have choosen each and some just advance to workflow and the new approver (Ken Shaw in example) does not need to approve. If I leave the old approver as Requested, even if Ken approves, the approval is still waiting for Erica to approve before the workflow advances.
I am trying to figure out the correct steps to take to change approvers
Thanks in advance for help.
Ken
Our custom action is a UI Page called by a UI Action. This is using the old interface, but you could easily do this in workspace. Here is what the page looks like (the approval in this case has already been sent, hence the approvers greyed out):
We create a page that displays the pertinent change information. You'll notice the Impact field on the page. That maps to our CMDB where we have an approver for each of the different Impact levels (Minor, Significant, Major). We then limit our list of approvers to only those people at the Impact level for the change or above (so you can pick a Major approver or Significant approver for a Significant change). We use buttons to make it easier and allow our Change Managers to do the tasks like change approvers, resend the approval email, mark as no longer required (some of our changes do not have a business approver).
The nice part is that this page takes care of everything for the Change Managers. When they change the approver using the button, it goes into the record and updates the approver and marks as not yet requested. Then after save it goes back and marks the approval as requested. The email then fires. Sure I could retrigger an event, do something else, etc. but I wanted to mimic their exact behaviour.
Happy to answer any questions.
