Issue Summary

When attempting to disable a user through the application UI, you may encounter an error message indicating that the user cannot be disabled. This typically occurs because the user still has open approvals pending in the system.

 

Cause

The error appears when there are active approval routes assigned to the user you are trying to disable. These pending approvals must be reassigned before the system will allow the user to be disabled.

Resolution

Reassign (substitute) the open approval routes.

Steps to Substitute Approval Routes

1. Navigate to:
Admin Wheel → Users → Users

2. Locate and select the user you want to disable.

3. Open the More Actions dropdown.

4. Select the Substitute Approval Routes option.

 

5. Identify the pending expense/request awaiting approval and select it.

6. In the Substitute With field, enter the name of the user who should receive the approval responsibility.

7. Click Submit.

Once submitted, the approval item will be reassigned and will appear in the new approver’s queue. You can then proceed with disabling the original user.

 

Important Note:

If the pending document/report/expense is very old (example screenshot attached), it may not be possible to resolve this issue through the UI.

In such cases, the customer must log a support ticket so the appropriate team can resolve the issue via database update.