Change request getting stuck after replacing approver from edit option

[kapil_shinde]

Hi All,

Change request getting stuck after replacing approver from edit option. Thank you in advance for any suggestions/help.

[Dr Atul G- LNG]

Hi @kapil_shinde 

Your change is which state? If approval is already triggered and then yu are changing the approver then it will not work , as work flow is already in execution way.

[kapil_shinde]

Hi Atul,

Thanks for your reply, scenario is like if the Approver goes on leave then someone needs to approve on his behalf, we can use delegate functionality however the problem is whenever a delegate approves a change , the approval record doesn't show that it was approved by the delegate. It keeps showing approved by the original approver.

[Dr Atul G- LNG]

Hi @kapil_shinde 

This is expected behaviour of ServiceNow. what you can educate user to add his/ her name if approving as delegate side. 

[kapil_shinde · Accepted solution]

Thanks Atul,

We managed with Delegate role and updating change notes with the approver details through business rule.