Resolving Bills stuck in approval
Bills may become stuck in approval if your workflow doesn't include enough eligible approvers at each step. To fix this:
- Update the approval workflow to ensure each step has at least one approver who can take action.
- The bill submitter or a bill admin can recall and resubmit the stuck bill.
- Once resubmitted, the bill will follow the updated workflow.
An example of when an approval workflow may cause stuck bills
- Step 1: Approval required from User A
- Step 2: Approval required from User B or User C
- Users cannot approve bills they submit.
If User A submits a bill, it gets stuck in Step 1 because they are the only assigned approver in that step and cannot approve their own submission. If both Users B and C leave the company, all bills will be stuck at Step 2.
When a bill is stuck, an error will appear on the bill details page indicating that it can't proceed due to missing approvers.
Resolving Bill Payments stuck in approval
Previously, if a transaction is already in the status of "payment in progress", users won't be able to void/delete. GTPN now supports users to now self-serve to resolve the issue:
If a bill is already fully approved, but the transfer to pay the bill is stuck in approval, the bill status will be “payment in progress” but the transfer status will be “in approval”. To unblock the transfer, an authorised user can go to Transfers > Select the transfer for that bill > Click recall at bottom. This resets the bill back to Awaiting Payment. The bill payer can then resubmit a bill payment for that bill from Bills.