Error screens when authorising
If the issue you are having with authorisations are caused by a screen error then it is likely to be due to a known bug that we have which is covered by a knowledge article that you can search for titled:
Unable to approve authorisation
Expected Authorisers not showing or unable to authorise when trying
There could be a handful of reasons why authorisations are not working as expected and expected behaviour is strongly correlated to how the business or authority has configured the system.
Dropdown boxes to select an authoriser to authorise a purchase from within a purchase step are determined by configuration.
The first thing to check is if the correct purchase team is being used in the purchase. What is the purchasing team and where does it sit in the hierarchy.
You will also want to check the Purchaser as Mosaic doesn't automatically update that. The original person in the Purchaser tab may have left the Authority/Business, but when you change those to a current worker and team you should be able to test if this then works.
Thereafter, you will want to check the worker role for the worker that you are querying, and the authorisation rules for where the service group/service type are configured. The worker role will want to match the authorisation rules configuration.
You may also find that when you have clicked on the authorisation screen for a request that you have been sent that it gives you a validation message that is preventing you from authorising. If this is the case, then please check the above and in particular to authorisation rules for the service that the worker has to request and if they have permission or adequate permission to do so.
Who authorised information not showing
Please visit article titled:
Finance authorisation audit not showing in the element details tab
Further Assistance
If you need further assistance, please raise a new case online and reference the title of this article.
When raising a case with the support team please include:
What the issue is and a description of why this is not behaviour that is expected, and what is expected.
Which worker and their ID.
The purchasing team making the purchase or; the variation authorisation affected.
The Service Group name and Service Type name of the affected service.
The person ID and workstep ID where the issue is being seen (Cycle ID also if Variation authorisation issue).
Where the authorisation rule is set for this service being purchased.
What level you expect to come through.
Please also include screenshots of (redacting personally identifiable information of the service user):
The purchase screen authorisation screen affected, or variation authorisation screen affected.
Admin Tool screenshot of the Roles tab from the Worker who is appearing in the box and shouldn’t or vice versa.
Admin Tool screenshot of the Service Group and Types window, with expanded Service Group.
Screenshot of the Authorisation screens for the individual service type and service group.