Additional comments field on approval form: SP

[Nitin_NOW]

Hello everyone

I have an Issue related to Additional comments field on Approval form, Service Portal. As per our design end users are redirected to Service Portal. End users/approvers can view the approval record and can accept/reject it directly from the form.

I see an issue whenever an end user tries to reject the request, it gives a pop up message 'Do not forget to enter comments' but it does not show the field to enter the comments or I can say there is no field for them to update the comments and reject,

Actually there is a field which is residing on the 'Activity stream' on the approval record but only visible to ITIL and admins if they navigate to SP. The yellow part in the image is where approvers can enter their comments and hit reject.

If you can look at my two screenshots, the 1st one is visible only to end users who do not have any roles. The second one is for ITIL and Admin.

I see this form is coming from a page (id=approval) and I have checked the widget code as well, but no luck

FYI - We are experiencing this Issue in Istanbul as we recently upgraded from helsinki. In helsinki we don't see this issue and works for everyone.

Any suggestions or thoughts on this part?

Thanks

[Geoffrey2]

The widget only displays the input for Users who can write to the sysapproval_approver record.

If you impersonate one of your affected users and navigate to the Approval record (not in the Service Portal), can they add Comments directly to the record? Do the ACL's allow the user to edit that field?

[Nitin_NOW]

Hello Geoffrey

Thanks for your response on this. The affected users are all 'End Users' and they all have only Service Portal view as this is the page we are redirecting them once login. They cannot ITIL view. But there is not issue for ITIL users in this case, it works perfectly for them in Service Portal and in ITIL view as well.

Thanks

[Geoffrey2]

I understand what you're saying.   My question is about the ACL's for the ESS users.   Do ESS users have write access to the Comments field on the Approval record, for records where they are listed as the approver?

[Nitin_NOW]

Yes they do have write access on the approval record where they are listed as approvers. I have checked our ACL's and found they all have the access.