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Approve action (approve using admin role) is showing a pop-up "Approval Authentication" with User Name and Password to enter. - Support and Troubleshooting
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  • Approve action (approve using admin role) is showing a pop-up "Approval Authentication" with User Name and Password to enter.
KB0789862

Approve action (approve using admin role) is showing a pop-up "Approval Authentication" with User Name and Password to enter.


2034 Views Last updated : Apr 8, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

Approve on behalf using the admin role user is possible.

The system will prompt an approver authentication window when approved records from the admin role. 

Cause

The "Approvals with e-Signature" plugin is activated on the instance, so you see this behavior.

https://<instance-name>.service-now.com/v_plugin.do?sys_id=com.glide.e_signature_approvals

The behavior is as expected because of the activation of "Approvals with e-Signature" on the instance.

Resolution

In case if you don't want the Approver Authentication to be shown when approving on help, then there is a way to De-activate e-signatures.

Set Enabled to False on any tables where e-signatures are no longer required, from the below list:-

https://<instsance-name>.service-now.com/e_signature_registry_list.do

This will disable the functionality of showing Approver Authentication popup when approving a record by a different user. 

Related Links

Reference documents:- 

https://docs.servicenow.com/csh?topicname=r_ApprovalWithESignature.html&version=latest

https://docs.servicenow.com/bundle/newyork-servicenow-platform/page/administer/service-administration/reference/r_DeactivateESignatures.html


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