How to approve HR Case if 'Approve' option is not available in State field for the Manager

[shweta khemani]

Hi,

A case is sent to the Manager for approval but Manager has the below options available:

I tried to figure out the solution but does 'Configure Choices' the right solution as in that case it doesn't trigger the next action of 'Awaiting Acceptance' or selecting 'Closed Complete' as an option- this does trigger 'Awaiting Acceptance' action but is this the right way? 

Kindly guide with the correct way out. Thanks 

[Sandeep Rajput]

@shweta khemani Here is the support article around this issue https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0725860 please check if the manager user has the correct role to perform approval. This role check must be done either in UI Action condition or UI Action script.

Hope this helps.

[shweta khemani]

Hi Sandeep,

The Manager has approver_user and also sn_hr_core.manager role, is the any other role he should have to approve the request?

As an Admin I can approve the request but not as Manager.. [Admin doesn't even has the Manager role but primary Admin roles to take action]

Also I checked the article, it says- remove the UI action's condition.. I am not sure which condition it is talking about.. not much in Techical so if you can guide it will help.

Thanks

[Sandeep Rajput · Accepted solution]

@shweta khemani Article is referring to the Approve UI Action. You should be able to find this action in the UI Action table. Check what all roles are mentioned on this UI Action.