If an answer to your question is correct, click on "Verify Answer" under the "More" button. The answer will now appear with a checkmark. Please be sure to always mark answers that resolve your issue as verified. Your fellow Community members will appreciate it! Learn more.
SMAX version 24.1
Justification: some agent users are getting the approvals grayed out as shown in below snip in agent interface, hence the agents working on that ticket are unable to see who all are approved by double clicking on grayed out approvals, whereas the agents can see who all are approved by double clicking the approvals which is showing in light green color? can anyone suggest what might be the issue
Do you have any conditions for these grey approvals? It looks like the conditions worked and it became preapproved.
Upd. Ah, no. If the condition worked, then the task will be skipped like this:
The only option I see for now is to check the history and rights.
Note that starting with 24.2, two new statuses "Canceled" and "Skipped" are introduced in approval task plans to reflect the approvals' node statuses more precisely.
https://docs.microfocus.com/doc/SMAX/25.1/Taskplans#Approval_task_status
I see you are on 24.1. Once you upgrade to the next release, you will be able to differentiate
It is not pre-approved, it has a approver users inside the approval task, but the agents unable to see who has approved in the sense if the approval task having 3 provers and the strategy is one must approve immediate deny. in which one approver approves the ticket but the agents who are working on those tickets unable to see which approver has approved the ticket by double clicking on that approved task, it is grayed out for them whereas tenant admins can see who has approved by double clicking.
in the approval Chain, below is an egg which approvers cannot see who has approved by double clicking on it
Support
Documentation
Learning Services
Partner Programs