Skip to main content
Version: Current

Troubleshooting: Cannot Change Approver or Reason Not Saving

Problem​

When attempting to use the Change User action (Changing Approvers) on a pending approval step:

  1. The "Change User" icon is missing or disabled.
  2. Selecting a new user/group and clicking Confirm results in an error.
  3. The change appears successful, but the reason entered is not saved or displayed when hovering over the CHANGED status later.

Common Causes​

  1. Permissions Missing: You lack the necessary permission to change the approver:
    • {Module}:{Submodule}#CHANGE_APPROVER (to change any step)
    • Or potentially, you are not the currently assigned approver if trying to change your own step (though this usually works without special permissions).
  2. Step Not Pending: You can only change the approver for steps with a current response status of PENDING. Steps already APPROVED, REJECTED, CHANGED, DELEGATED, or ESCALATED cannot be reassigned.
  3. Milestone Not Active: The milestone containing the step is not the currently ACTIVE milestone in the approval flow.
  4. Invalid Target: Trying to change a User approver to a User Group, or vice-versa. You can only change User -> User or Group -> Group.
  5. Reason Field Issue:
    • The reason field might be unexpectedly mandatory due to configuration, but appears optional, causing failure if left blank.
    • A temporary UI issue prevents the entered reason from being sent correctly to the backend.
  6. Platform Issues (Rare): Temporary issues with the Approval Service or database preventing the update.

Troubleshooting Steps​

  1. Verify Permissions (Admin Task): Confirm you have the {Module}:{Submodule}#CHANGE_APPROVER permission if trying to change any step, or confirm you are the currently assigned approver if changing your own step.
  2. Check Step Status: Open the document and review the approval flow. Is the step you are trying to change currently ACTIVE and showing the original approver's status as PENDING?
  3. Verify Target Type: Ensure you are selecting a User to replace a User, or a User Group to replace a User Group.
  4. Ensure Reason is Entered: Even if it appears optional, try entering a concise reason in the "Reason" box before clicking Confirm.
  5. Hard Refresh/Retry: Perform a hard refresh (Ctrl+Shift+R or Cmd+Shift+R) and attempt the Change User action again.
  6. Check Audit History: After attempting the change, check the document's Audit History. Does it show an ApprovalResponse update event with the status changing to CHANGED? Does it show the reason? This helps determine if the backend processed the change even if the UI or reason display failed.

Need Help?​

If you cannot change an approver despite having permissions and the step being active/pending, or if the reason consistently fails to save, contact Zudello support. Provide:

  • The Document UUID.
  • Screenshots of the approval flow step you are trying to change.
  • The user/group you are trying to change to.
  • Any error messages received.
  • Confirmation of your permissions.