Approval - Representative cannot be get for specific employee

Summary:

We configured an AOR template at the department (top organization) level and applied it to the Performance Document approval workflow.

However, some employees are failing at the approval transaction stage, and the diagnostic logs indicate the system is unable to retrieve the representative.

Content (please ensure you mask any confidential information):

We compared impacted employees with another employee under the same department and manager who should follow the exact same approval path and AOR representatives. We couldn’t identify any meaningful differences in configuration or assignment, yet the unaffected employee can proceed without issue.

Since AOR is configured at the department (top organization) level, we wouldn’t expect this to be employee-specific. As a result, we’re unclear why this error occurs for only a few users when the overall setup seems correct. We also raised an SR but have not been able to resolve the issue so far…