You create an approval process for leads and set the work distribution as 'Sales Unit Manager'.
However, when a lead approval process is triggered, you find the approver is not determined as expected.
SAP Cloud for Customer
Reproducing the Issue
The following is an example:
The Sales Unit of the Lead is Org A, manager of the Org A is ABC.
The parent unit of Org A is Org B, and manager of Org B is XYZ.
You find in this lead, approvers are determined as 2 managers ABC and XYZ.
The approval responsibility of lead 'Sales Unit Manager' returns the Functional Unit Manager and Reporting Line Manager.
In the example case above,
Org A is not checked as 'Reporting Line' but only checked as 'Sales', hence, only Functional Unit Manager ABC is found.
Org B is checked both as 'Reporting Line' and 'Sales', hence, XYZ is found as Reporting Line Manager for Org A.
If you set Org A as 'Sales' also as 'Reporting Line', then only ABC is found.
Lead, Approval, Work Distribution, Sales Unit Manger , KBA , LOD-CRM-LM , Lead Management , Problem