Second level approval not triggering for new users – role issue

[asadmansoor]

Hi All,

I have created a flow with multi-level approvals. The flow is working fine for existing users, but for new users the second level approval is not getting generated. I suspect this is related to roles/permissions.

Can someone please guide me on:

• Which role(s) are required for a user so that the second level approval record is created/triggered?

• Do approvers need only approver_user role, or are there additional roles needed for second level approvals in Flow Designer?

Any suggestions or best practices for handling approval roles for new users would be really helpful.

Thanks in advance!

[M Iftikhar]

Hi Asad Mansoor,

This is a common issue. The problem is almost certainly that your new user lacks the standard Approver role or isn't in the correct assignment group. Here’s the guidance:

1. Primary Role Required: The user only needs the sn_approver.Approver role. The old approver_user role is deprecated. This role grants them access to approve records in the platform.

2. Assignment Group (The Most Likely Cause): If your "Ask for Approval" flow action is assigned to a group (e.g., "Change Advisory Board"), the new user must be a member of that specific group. If they aren't, the approval task cannot be assigned and will not be generated.

3. Record Access (Less Common): While the sn_approver.Approver role handles the approval itself, the user also needs read access to the underlying record (e.g., the Change Request). This is usually granted through application-level roles (e.g., itil for Change Management) or a baseline role like user_admin. If the user cannot see the record, they can't approve it.

Best Practices:

• Always use groups for assignments, not individual users. This simplifies user onboarding.

• For new users, ensure they have: 1) the sn_approver.Approver role, and 2) membership in the required approval group(s).

• Test this process in a sub-production environment.
  
  Hope this helps!
  Thanks & Regards,
  Muhammad Iftikhar
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