Who this is for / when to use it
An ERS (Employee Request System) request went to the wrong approver, or is sitting with someone who should not be the approver, and needs to be moved to the correct one. This usually comes up when the approver selected at submission was not correct, or when the approver structure changes after the request is already underway. This article explains how to have JCB IT reroute the request.
There is no self-service reroute in ERS. Moving a request to a different approver is done by JCB IT.
Before you start
- The ERS request number — you can find this in the URL while viewing the request.
- Who it was sent to (the wrong approver).
- Who it should go to (the correct approver).
- Guidance from HR, if you are not in HR. Reroute requests usually come from HR, who would know who the correct approver should be. If you are not in HR, we suggest contacting HR at hr-ers-triage@cornell.edu for guidance before you submit the ticket.
Steps
- Submit a ticket to JCB IT through the JCB IT portal at ithelp.business.cornell.edu, under IT Support, and ask to have the ERS request rerouted to the correct approver. Include the request number, who it was sent to, and who it should go to.
- JCB IT checks whether the request can be rerouted. A request can usually be moved as long as a decision has not yet been made on the workflow step that needs to change. If that step has already been approved or denied, a reroute may not be possible — it depends on how the request's approval workflow is set up. If it cannot be moved, JCB IT will explain the options.
- JCB IT moves the request to the correct approver. The new approver must be one of the designated approvers for that request. The correct approver then sees the request in their My Reviews queue in ERS.
- Let the new approver know their review is waiting. Once JCB IT confirms the reroute is complete, notify the approver. ERS does not send a notification for the step that was already in progress, so the approver may not realize the request is now in their My Reviews queue until you tell them. Notifying the designated approver is part of the process.
Common problems / if that didn't work
- You want to reroute the request yourself — there is no self-service reroute in ERS. Send the details above and JCB IT will take care of it.
- You are not sure the request can still be rerouted — it depends on the timing. A request can usually be moved as long as a decision has not yet been made on the workflow step that needs to change. If that step has already been decided, a reroute may not be possible. JCB IT checks this first and will let you know.
- You are not sure whether the request is lost or has to be resubmitted — it is neither. The original request stays intact; it is only redirected to the right approver. There is no need to submit a new one.
- You do not know who the correct approver is — reroute requests usually come from HR, who would know who the correct approver should be. If you are not in HR, contact HR for guidance first — the address is under Before you start. Once you know, tell JCB IT who that is, and they will confirm the person is one of the designated approvers for that request before moving it. The designated approvers depend on the request type and where it is in its workflow.
- The new approver did not receive a notification — expected. The new approver does not receive a notification for the approval step that already passed. Once the reroute is complete they will find the request in their My Reviews queue in ERS, and they will receive notifications for any future steps in the workflow.
Still stuck?
If you have questions about a reroute, or you are not sure whether one is possible, contact JCB IT (the Cornell SC Johnson College of Business Helpdesk) with the ERS request number and who the request should go to.
Still need help? Contact the Cornell SC Johnson College of Business Helpdesk at itrequests@business.cornell.edu.
[edited via Jane by wwl54 on 2026-10-08 15:38 UTC]