Email notification approval for business user not displaying detail of RITM

Adetunji Olayem · ‎07-02-2026

Can anyone help me with this issue, these are business user without Itil role but these are manager and director that need to approve RITM but the when email approval notification sent to their outlook, when they click it on it does not display the detail of what they want to approve. I did some some troubleshoot by adding sn_request_read to see, they can view the detail but by default they are not able to see detail of RITM.

Rafael Batistot · ‎07-04-2026

Hi @Adetunji Olayem

This is expected behavior in ServiceNow.

Business users without itil cannot see RITM details because ACLs block read access to sc_req_item.
The approval email does not bypass ACLs, it only redirects the user.

If this response was helpful, please mark it as Helpful and, if applicable, as Correct.
This helps other users find accurate and useful information more easily

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Rafael Batistot · ‎07-04-2026

Hi @Adetunji Olayem

This is expected behavior in ServiceNow.

Business users without itil cannot see RITM details because ACLs block read access to sc_req_item.
The approval email does not bypass ACLs, it only redirects the user.

If this response was helpful, please mark it as Helpful and, if applicable, as Correct.
This helps other users find accurate and useful information more easily