KB Articles: How to Change the Approver

[TStark]

Is it possible to change the approver of a KB article which has already been requested for approval? Please see attached screenshot. I redacted the names of the approvers.

[Community Alums]

Hi @TStark ,

Yes you can update the approver by opening the approval record.

But you cannot trigger the notification again as it already triggered for the redacted users.

You should update the KB Approvers list to the correct one's, so that when you trigger the approvals it goes to the right person. As there is a Flow attached for this to trigger.

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

Thanks & Regards,

Sanjay Kumar

[TStark]

@Community Alums Opening the approval record doesn't work as the Approver field is not editable.

Thanks,
Anthony

[Sumanth16]

Hi @TStark ,

 switching approvers after approver records have been generated is not supported and that may cause unexpected behavior."

Please try below:

1. Open the approval record you want to update
2. Change the approver and set the approval state to Not Yet Requested. Save the record.
3. Set the approval state to Requested. Save the record.
4. Voila! The activity in the workflow will not have been skipped and the approval activity log will keep track of the approver change for auditing.

Note - The reason for setting the state to not yet requested and then updating it to requested is to get the approval notifications to fire off. If you don't do this, the emails will not trigger and potentially the approver will not be aware of the change you've made.

Just to clarify - ITIL users will be the ones changing approvers and today they are able to add and remove approvers?

Why not just update the form/UI Policies/ACLs appropriately for the approval request form to let them change the approver and state? If they can already technically add and remove approvers using the edit option from the list, then allowing them to edit the approver on an existing request should be essentially the same level of access.

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

Thanks & Regards,

Sumanth Meda

[TStark]

Hi @Sumanth16 As mentioned before "Opening the approval record doesn't work as the Approver field is not editable."