Unable to add approvers using Add Approvers UI action in HR agent workspace

[Manisha30]

Hi All,

We have encountered an issue after upgrading the instance to Australia, the "Add Approvers" UI Action on HR Agent Workspace for HR Cases is not functioning properly. When trying to add approvers using the UI action, the approver record is not visible.

But when I check in sysapproval_approver table, the record is created but with no value being set for the fields(like approval, approving etc). Please find the attachment for reference.

Can someone provide your expertise here on why this is happening?

Thanks in Advance!!!
Manisha

[Tanushree Maiti]

HI @Manisha30 

refer KB: KB2404436 Issue with 'Add an Approval' Functionality in HR Agent Workspace 

Resolution

The “Add an approval” option in Agent Workspace is controlled by a Script Include 'hr_ApprovalUtil'. Specifically, the function isAdhocApprovers is responsible for determining whether the option is displayed.

Once an approval is submitted, the subflow “HR Case Approval Subflow” is triggered to send the approval. If the request is rejected, the assigned-to user on the HR case will be able to resubmit the approval to the same approver. However, they won't see the option to add a new approver again, as this is the expected behavior in the OOB configuration.

If you need to modify the “Add an approval” option to reappear after the initial submission, you may consider modifying the logic in the Script Include to suit your specific needs. 

[Manisha30]

Hi @Tanushree Maiti ,

Thanks for your response. But this is related to "Add Approver" UI action under "Approvers" tab of HR case in HR agent workspace.