why i am unable to add approvals using EDIT button? how to fix it ?

[shabbir5]

Hi All,

while we create a new emergency change request , initially the change is Authorize

when we click Authorize , CAB approvals are triggered 

now the approver , clicked on EDIT button available in the Approvals tab , then added a new person and saved the form

why this new user is not adding to the approvals ? what is the reason and how to fix it/

Regards,

Shabbir

[shabbir5]

when i click on edit and add the new approval , then a new record is getting created on the sysapproval_approver table with approver as null and state as not yet requested , 

what is the cause and how to fix ?

[GlideFather]

Ahoy @shabbir5,

I remember that updating list of approvers manually never worked correctly.

Because the approvers and their approval decision were made and executed through a work/flow... my client had a list of requests pending approval from a person who left the company, when we manually replaced that person as an approver by somebody else, the approval decision for the newly added person was not working. because the flow was created at the moment of submission so it was expected decision from that person (that's why it should never been a single individual but rather a few at least).

I had a workaround, that we manually added the second/new approver and when they approved it, nothing happened but it was a green light for system admin to approve it on their behalf through the original approval from the leaver... 

If you want to avoid all this, you should discard the request, update the approval logics and create a new request.

Does it make sense? Maybe it's a bit complicated but you can test in your PDI if you want to see it happen....

[Tanushree Maiti]

Hi @shabbir5 

Probable cause:

Manually added approvers default to a state of Not Requested instead of Requested. The system does not notify them or register their approval until this state is updated.

Also Approvals during the Authorize stage are driven by background automation like Flow Designer, Change Approval Policies, or Workflows. Manually pushing a new user into the list does not retroactively update the running flow execution context.

Probable fix:

a. manual update: 

• Navigate to the newly inserted record in the Approvers related list.
• Open the newly added approval record.
• Change the State field from Not Requested to Requested and click Save.

b. Redesign the CAB Approval Process 

Using Change Approval Policies

[Garret Dumoit]

If you started seeing this after a recent Zurich Patch 7a upgrade, you may want to review KB2815909 / PRB1973824.

We observed behavior that appears similar:

• adding approvers from the REQ/RITM related list appears successful
• sysapproval_approver records are created
• but key fields are not populated, so approvals never process correctly

I have not yet validated the KB workaround/fix, but the symptoms seem closely related.