How can a Case Approver be changed on a HR Case that has been created with a service activity requiring approval?

[Todd Thoms]

For HR Cases that require approvers (managers or others), the Service Activity setup allows for approvers to be added if missing.  ServiceNow also provides a related list to be added to the case to display who the approver is.  However, the client needs the ability to change out who the approver person is, in some cases (extended leave for the approver, approver departed from the company, promotion, etc.)

In San Diego, how can the "approver" be changed on an HR Case?

[Community Alums]

Hi @Todd Thoms ,

If you have HR agent workspace, it's easy to do it :

Using HR Service Delivery Agent Workspace you can add an approver or substitute missing approvers for cases that require approval.

Before you begin

Role required: sn_hr_core.case_writer

Procedure

1. Navigate to All > HR Case Management > HR Agent Workspace.
2. Locate and open an HR case that requires approvers.
3. Select Add Approvers from the list of UI actions (tabs at the top of the form).
   
4. Select replacement approvers or add new ones.
   
5. Select OK.
6. Select Save.

[Todd Thoms]

As I tried to state in my original post, the scenario's basic premise is that approvers are "already" assigned, there are no missing approvers.  The process indicated in the reply here works for "missing" approvers to be added to the case.  In my case, approvers are already assigned, but for various reasons are unable to make their approver (ie. leave the company, enter a new role, organizational change, etc.)

How can an HR agent/manager/admin, etc "change" an approver on an existing case management record?  (at this point, we have found no solution on our team.)

Thank you,

[shloke04]

@Todd Thoms 

There is a good content available on ServiceNow doc on the use case you are looking for. I would suggest to go through the docs and implement in the same manner as mentioned in docs:

https://docs.servicenow.com/en-US/bundle/sandiego-employee-service-management/page/product/human-resources/concept/agent-ws-hr-add-approvers.html

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Todd Thoms]

We have reviewed, as a team; and found this process to only work when approvers are "missing" from the case. Then SNOW allows an agent to add approvers to the case.  In our case, all the necessary approvers are attached up front, but based on changes in the organization, the attached approver is no longer able to fulfill their approval task and someone else needs to be "swapped" in for the approver.  How can this be accomplished in SNOW?

Who can make this change to a case? (would clearly want this to be actively managed and secured I am sure.)

How can this change be made?