Resolving Approval Workflow Issues in External User Manager (EUM)

Resolving Approval Workflow Issues in External User Manager (EUM)

Introduction This article addresses a common issue encountered by administrators using the External User Manager (EUM) in conjunction with Teams Manager. The core problem revolves around the malfunctioning of the approval workflow post-update, hindering the ability to process and display open requests efficiently.

Problem Statement

  • Issue: After a recent update to the EUM, administrators report that the approval workflow is not functioning correctly. The primary symptoms include the constant spinning of the cog wheel and the failure to display open approval requests.
  • User Impact: This issue prevents administrators from managing and approving external user access effectively, disrupting the usual workflow and potentially causing delays in external collaboration.
  • System Behavior: The system fails to process and display approval requests post-update, indicating a potential bug or configuration issue.

Step-by-Step Solution

  1. Verify Current System Status: Before proceeding, ensure that the issue is consistent and not an intermittent problem. Attempt to access the approval workflow in EUM and note if the issue persists.

  2. Check for Updates and Patches: Verify if there are any new updates or patches for the EUM that might address this issue.

  3. Review System Configuration:

    • Navigate to EUM settings.
    • Ensure that the service user is set up correctly. The service user must have global administrator rights.
    • Confirm if the proper permissions are granted to the service user.
  4. Inspect Log Files: Check the system log files for any errors related to the approval workflow. This can provide clues about underlying issues.

  5. Restart Services: Sometimes, restarting the EUM and related services can resolve temporary glitches causing the workflow to malfunction.

  6. Contact Support: If the issue persists, it's advisable to contact the support team. Provide them with details of the problem, system configuration, and any log file errors.

Additional Tips

  • Alternative Workaround: If the direct approval workflow in EUM is not functioning, consider using manual methods or alternative workflows as a temporary measure.
  • Stay Updated: Keep the EUM and Teams Manager software updated to the latest versions to ensure all known bugs are fixed.
  • Documentation: Regularly consult the official documentation for any known issues or updates.


  1. Q: What are the prerequisites for the EUM service user?

    • A: The service user must have global admin rights for the invite process to function correctly.
  2. Q: Can the approval workflow issue affect external user invitations?

    • A: Yes, if the workflow is not functioning, it may delay or prevent the processing of external user invitations.
  3. Q: Are there any known bugs related to this issue in recent updates?

    • A: Occasional updates might introduce bugs; always check the latest release notes for any known issues.

Troubleshooting Further Issues

  • For further diagnostics, monitor the system logs closely after attempting the workflow.
  • If the problem seems to be related to a recent update, consider rolling back to a previous stable version, if feasible.

Product Information Teams Manager, integrated with External User Manager, provides a robust platform for managing team collaboration and external user access in Microsoft Teams. Resolving issues like the approval workflow malfunction is crucial for maintaining efficient team management and external collaboration.