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Restrict people from adding approvers

ckopanon

How do i restrict people from adding approvers? I followed the documentation by adding a screen in the workflow, removing the field from the create/edit screens, as well as restrict it to the org-admin group for who can see the transition but those in the org-admin group still cannot add an approver. I tried to remove it and change it by role but then its allowing anyone to add an approver, whether they are in that role or not.

Screenshot 2026-03-17 115107.jpg

Accepted answers

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John Funk

Hey Chelsea - what are they doing to try to add the Approver? You have to execute the transition to get the pop up screen to update the field.

ckopanon

so this applies for the transition from manager approval to cab approval. after the manager approves, no screen comes up, and the approvers section in the details is saying "you dont have permission to edit"

Screenshot 2026-03-17 125511.jpg Screenshot 2026-03-17 125757.jpg

Marc -Devoteam-

Hi @ckopanon

Are the people in the org admin group assigned the role Service Desk Team (agent license required) or Service Desk Customer

Marc -Devoteam-

Hi @ckopanon

Based on your information, is this an official approval step, based on accept or decline a transition is made?

These transitions are made based on the action on the button on the portal or email, screens on these transition can't be used, as the action is done directly based on the chosen option.

If you want hits before the issue goes to cab approval, you need an extra status in between, where the issue will be on approval from the manager

Benjamin_tmh9yg

HI @ckopanon ,

If you are restricting the customer facing end-users from the portal, you can hide the field and pre-set the values you want when they submit the ticket.

If you are using the field filtering, its use just to filter down the approver user list vs restricting who can add approvers.

-Ben

ckopanon

we are trying to restrict all agents except for org admins from adding an approver. Could you elaborate more on this: If you are using the field filtering, its use just to filter down the approver user list vs restricting who can add approvers.

ckopanon

yes this is an approval step and we only want org admins to be able to add approvers. Is there a way to make this happen without having to add another status or a screen?

Marc -Devoteam-

Hi @ckopanon

No this can't be done otherwise, as the approval step on a status has defined transitions in the approval.

Screens on these transitions won't show as the action by the initial approver triggers the transition and this gets executed.

The only other option you have is to add the approvers when the work item is in the next status where an approval is required.

On transitions with a screen used by an approval, screen will not be shown.

John Funk

That's probably not showing up because the system is executing the transition and not a person. So the screen won't show.

Is there a way you can auto populate that in the automation itself?

Also, do you have a self-looping transition on the CAB Approval status? That's where you could also add a screen and control who can execute the transition.

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