issue with approval workflow level2

[cedrik_boussier]

Hi 

I'm using *5-Up Workflow

which I have assigned to some expense type.

It works fine for my user , and the popup shows asking for a level2 approver.

But, for a particular user, the popup doesnt show up

For this particular user, it works in UAT showing no difference in behaviour between this user and mine.

Any idea what it could be ? 

Regards

Cedrik

[grodriguezproje]

Hi @cedrik_boussier 

To provide some ideas, could you please attach screenshot of the workflow steps,  how each steps are set up and maybe the employee profile which you are using hiding sensitive information?

When this pop up is shown is because there is not a valid approver that is assign to that step. For example:

- Basic workflow: Step 1- Employee submit a report / Step 2 Default Expense Approver approve the report. / Step 2 Expense Processor approve/process the report to then the report flows into the ERP system.

Correct set up ( Employee A has Employee B as default expense approver in the profile.)

- Employee A submit a report.

- Employee B approve the report

- Expense processor approve/process the report.

Missing approver for the step ( Employee A has not Expense default approver)

- Employee A submit a report.

- Pop up is shown

The missing step could be also for example an authorized approver that needs to be maintained within the workflows in the Authorized approver tab. But as mentioned at the beginning i would need to see the screenshot to see where is the error in the configuration.

If this answers your query, then please mark solution as accepted.

Thanks!

[KevinD]

@cedrik_boussier we are going to need a little more clarification. You said that the pop-up doesn't show for a particular user, then in the next sentence you said it works in UAT for the particular user. Are you using a test entity for UAT? What is the variable when it works for the user in UAT and doesn't work? 

[cedrik_boussier]

Hi Kevin thanks for your answer i'm glad to see people are looking a the comunity  threads (first one for me).

You said that the pop-up doesn't show for a particular user,

-> Yes, in production the popup for level 2 approval workflow does not show

then in the next sentence you said it works in UAT for the particular user. Are you using a test entity for UAT?

-> UAT is the image of PROD (or at least, same setup as far as i'm concerned). The entity is exactly the same as in PROD and is not a test entity. When doing the test in UAT, i'm logged in as a uat user (firstname.lastname@myproddomain[.uat] :  with the suffix .uat. Then when i'm logged in I have the blue border showing UAT

What is the variable when it works for the user in UAT and doesn't work? 

-> Actually for me none (or at least i have not been yet able to identify it), and that's why I have open a case at the concur support (Case 25183208 )

I'm going to paste a document with the clarifications asked by the first person who answered.

Regards

Many thanks for your answers

[cedrik_boussier]

I cant upload an image, right ? 

[cedrik_boussier]

setup in uat

• workflow shows for type of expense "convention internationale" -> approval level 2 (i have a screenshot)
• authorized approvers level 2 are well defined (there are 3)

create an expense report in uat (acting as <person that I want to impersonate who has the issue in prod> )

• expense type "Convention Internationale"
• when submitting the expense report, popup "edit approval workflow" shows asking for level 2 approver - and then report can be submitted.
• if I 'act as' approver chosen in level 2 , I can see the pending approval expense report in my approval cart.

Prod : exact same steps but the popup doesnt show. 

tests done PROD :
with (me), Firefox -> popup shows
with  (me), Chrome-> popup shows
with <person that I want to impersonate who has the issue in prod> Firefox -> popup doesnt show
with <person that I want to impersonate who has the issue in prod> Chrome-> popup doesnt show

tests done UAT

with <person that I want to impersonate who has the issue in prod> Chrome-> popup shows

with  (me), Chrome-> popup shows

(so not an issue with browser)