An approver cannot view their approval task (L1)

Symptom:

When an approver tries to approval task link in their email or from their homepage they get a 'Sorry, something went wrong' error message

Diagnosis:

a. Find out which award record or opportunity record they are trying to access. This can be done easily by asking the approver to forward the email notification they received from AMS. Most often the email is already included in the message trail. 

b. Check which permission group that approver belongs to. You can also look in their email signature, or in the Global Address List to find out the which country office or member office they belong to. 

c. Once you have the award record or opportunity record, see if their country office, regional office or SC Member is correctly listed in the award record.

d. Check if the person has a SCI AD account and if they are logging in with the wrong one.

Cause:

An approver cannot view the approval task, if their country/region or member is not listed in the award record or opportunity record. for example, A Haiti Country Director will not be able to access a workflow task unless Haiti is listed as an implementing office or other implementing office. Similarly, a SCUS approver won't be able to approve their tasks if the award does not have SCUS as a funding office or supporting member. 

Resolution:

This usually happens at opportunity stage. AMS Support should contact the Member point person and SCI point person and check if the selection of implementing office and funding office is correct. If the selection was done incorrectly, then either SCI point person or Member point person should go in and make necessary changes.