I noticed all Dept. Heads have a check mark as Service Request approver and greyed out.  For certain issues(SR). I need to set one of the dept head to be a second stage approver.

And since they do not appear on the drop down list of service approver menu, iam helpless.

Stage 1 is set for Reporting to Manager

Stage 2 needs to be a particular person who happens to be Dept. Head.