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Approval Capabilities for Users Lacking Roles in Change Requests - Support and Troubleshooting
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  • Approval Capabilities for Users Lacking Roles in Change Requests
KB0693443

Approval Capabilities for Users Lacking Roles in Change Requests


2045 Views Last updated : May 20, 2025 public Copy Permalink
KB Summary by Now Assist

Issue

A user without any roles can approve a Change Request if they are added to the Approvers list.

Release

Kingston Patch 3a

Cause

This is standard system functionality with specific conditions.

Resolution

To test this functionality, follow these steps in a sub-production instance:

  1. Create a User with No Roles:
    • Set up a user account without assigning any roles.
  2. Create a Change Request:
    • Generate a test Change Request in your instance.
  3. Impersonate the No-Role User:
    • When impersonating, the user is redirected to the Service Portal.
  4. Accessing the Change Request:
    • The no-role user can view the Change Request and access the "Approvals" tab in the Service Portal.
    • They cannot see or modify the list of Approvers.
  5. Admin Intervention:
    • An admin must impersonate and add the no-role user as an approver.
    • The approval state initially is "not yet requested."
  6. Change Approval State:
    • The admin must change the approval state from "not yet requested" to "requested."
  7. Re-Impersonate the No-Role User:
    • Once the state is "requested," the no-role user can see and approve the Change Request.
    • They can only approve for themselves, not for other users.

Conclusion:

A user with no roles can approve a Change Request if:

  • They are added as an approver by an admin.
  • The approval state is changed to "requested."

This behavior is consistent in an Out-of-the-Box (OOB) instance. Admin intervention is required to enable the approval process for users without roles.


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