--- title: "Approver Group Configuration" slug: "approver-group-configuration" updated: 2026-01-05T15:04:53Z published: 2026-01-05T15:04:53Z canonical: "help.symphonysummitai.com/approver-group-configuration" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # Approver Group Configuration You can configure a new user group using User Group configuration. An approver user group identifies a list of individuals who are authorized to approve a resolved incident. To better understand when user group feature is useful consider the following use-case. **Use Case Scenarios** **Scenario I - Location Wise** ACME Networks, has 3 locations ‘New York, London, Bangalore’ across the globe. Respective user groups in that location should approve a resolved incident for the respective location only. Three different approval Groups are created for 3 locations. This helps in a focused approach towards approving resolved incidents only to a particular location. In addition, you do have an option to select ‘All locations’ too. **Scenario II - Customer Wise** ACME Networks has 3 customers Customer 1, Customer 2, Customer 3. Respective user group for Customer 1, Customer 2 and Customer 3 should approve a resolved incident for that respective customer only. Three different approval groups are created for three different customers using **Customer Wise** > **Applicable Customers** feature. This helps in a focused approach towards approving resolved incidents only to a specific set of customers. In addition, you do have an option to select **All Customers** also. **Business Benefits** - Simplifies maintenance as it includes the configuration for a predefined set of users and the configuration is not required at individual user level. - In case, one of the approver from the Approval Group is unavailable, it can be approved by another approver from the same Approval Group. - Option to configure approval-group at all or specific location or even for specific customer. To configure Approver Group, perform the following steps: 1. Navigate to **Incident** > **Configuration** > **Others** > **Approver Group Configuration**. 2. Select **Tenant** under which the Approver Group must be configured. All the configured User Groups are displayed in the list page for the selected Tenant. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Groups.png) Figure: User Group 3. Click **Add New** in the Actions panel to configure Approver Group. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/add new(6).png) Figure: User Group 4. Enter the required details. For more information about the fields, refer to the [Field Description](/apex/docs/approver-group-configuration#field-description). ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/User Group.png) Figure: User Group 5. Click **Submit** to configure Approver Group. ### **Field Description** The following table describes the fields on the **USER GROUP** page: | **Field** | **Description** | | --- | --- | | Tenant | Select the required **Tenant** from the dropdown list. The list contains all the Tenants available under IM module. By default, the Tenant selected in list page is displayed in the **Tenant** field. | | Group Name | Enter the **Group Name**. | | Enable Approver Selection | Select **Enable Approver Selection** to indicate that approver selection is mandatory for the user group approvals while configuring approval workflow process in **Approval Configuration.** **Example**: The **Enable Approver Selection** is checked for a group named **Group1*.*** Then while configuring approval workflow process in **Approval Configuration** screen, it is mandatory to select one user from the user group **Group1** as an Approver. If you do not select any user as an Approver from the user group **Group1**, then system displays the following error message: "Mandatory Approver is not selected for the Approver Group at Level 1." | | Configure Approver By | The **Configure Approver By** field determines how the approver is assigned for an Incident. It is a dropdown with the following options: - **Location**: Selecting this option displays an additional field named **Applicable Locations** with two sub-options: - **Select All Locations** – The approver configuration applies to all available locations. - **Select Specific Locations** – Allows you to configure approvers for particular locations only. - When this is selected, an additional **User** field appears, enabling you to choose the specific user who will act as the approver for the selected locations. - **Customer** – Selecting this option displays an additional **Applicable Customers** dropdown. - **Applicable Customers**: This dropdown lists all available customers, allowing you to assign the approver based on a single or multiple selected customers. | | User | Select **User** which you want to add in the approval user group. Click on the search ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/configuring-approver-group-image-aazufxv5.png)icon to search and add the User. | | Active | Select the **Active** checkbox to indicate if the user group is active. | | ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Add(3).png) | Click **Add** to add the details of the User group in the user list. You can view the added user list with the following columns details: - **User Name**: Displays the user name. - **E-mail ID**: Displays the email ID of the user. - **Applicable Location/Customer**: Displays the applicable location or customer. - **Delete** - Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/del(2).png) icon, associated with the User to remove the user from the added list. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/User Details.png) Figure: User Group | > [!NOTE] > Note > > If the User Name and Group Name are exact match of already existing record then system will throw an error. ## User Group - LIST page You can view the user list page once all the details are added to the user list page with the **Group Name**, **Approved By**, **Enable Approver Selection**, **Created Date**, **Active** and **Delete** columns. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Groups.png) Figure: USER GROUP - LIST Page #### **Field Description** The following table describes the fields on the USER GROUP **LIST** page: | **Field** | **Description** | | --- | --- | | Include Active | Select the checkbox **Include Active** to display only active user groups in the list. | | Group Name | Displays the **Group Name**. Click on the specific group name hyperlink to add more users for this group. > [!NOTE] > Note > > You can add more users location wise or customer wise, however, you can not modify the **Configure Approver By** field value. | | Approver By | Displays if the user group approver is based on customer or location. - Location - If the user group approver is based on the location. - Customer - If the user group approver is based on the customer. | | Enable Approver Selection | Displays if the enable approver selection is active or not. - True - If Enable Approver Selection is active. - False - If Enable Approver Selection is not active. | | Created Date | Displays the date and time the user group was created. | | Active | Displays if the user group is active or not. - True - If the user group is active. - False - If the user group is inactive. | | Delete | Delete - Click on the delete ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/del(2).png) icon to delete the associated user group. |