Audience: External | ZoneApprovals Users
This article answers frequently asked questions about ZoneApprovals, covering approval flow troubleshooting, matrix configuration, and hierarchy setup. Use it as a first stop before raising a support case.
Approval flow troubleshooting
Why can I not approve a bill?
Follow these steps to investigate:
- Open the transaction you are expected to approve.
- Confirm that the Approve and Reject buttons are visible. If they are not, locate the Next Approver field and confirm your name is listed there.
- Scroll down to the ZoneApprovals subtab for more detail. Confirm that the following fields are populated:
- Approval Config Applied
- Matrix Applied
- If both fields are populated, navigate to the Active Approval Logs subtab to review the current approver and the approval flow set by ZoneApprovals.
- If the approval flow appears incorrect, open the Approval Configuration record using the link in the Approval Config Applied field, then open the relevant Matrix using the link in the Matrix Applied field.
Tip: Always confirm that the transaction subsidiary matches the subsidiary on the Approval Configuration record and on the Matrix. The Approval Configuration record also contains a Default Approver field that can be referenced when configuring the matrix.
Why is the matrix approval flow not being followed?
This is most often caused by the Approval Hierarchy Definition record. Follow these steps to investigate:
- Open the affected transaction and navigate to the ZoneApprovals subtab.
- Confirm the subsidiary is correct, that the correct Approval Configuration has been applied, and that the correct Matrix has been applied.
- If all of these point to the correct records but the sequence of approvers appears incorrect, navigate to Setup > ZoneApprovals Setup > Approval Hierarchy Definition and open the hierarchy used on your matrix.
- Confirm that the hierarchy entries are in alphabetical order from the lowest to the greatest amount.
- If the order is incorrect, recreate the hierarchy in the correct order, apply the new hierarchy to the matrix, and submit a new transaction for approval.
Important: Ideally, recreate the hierarchy rather than editing the existing one to avoid residual ordering issues. Applying the corrected hierarchy to the matrix and resubmitting a transaction is required for the fix to take effect.