Approval Widget for non-ITIL users in Service Portal

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Hi,

When a non-ITIL user (snc_external role) tries to view a Change Request that is pending approval, it opens the Approval page without the record details, especially for Change Requests. 

When I added Change.None and Change.* ACLs for snc_external role, I could see the Approval Record details, but with errors. 

Below is the screenshot.

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Also, it is not happening for Case records. Only for Change Requests.

[Harish KM]

is this happening for only external users or both?

If only external users then you may need to check the script in Approval widget..which checks role in the server script

[Ashutosh Munot1]

Hi,

This is because your current logged in user don't have access to part of scripts in Approval widget.

Also if you see there is a error for Ticket conversion widget which is called from Approval widget.

This may be because ticket conversation widget has few dependencies in script and is linked with URL and page.

Just check this scripts properly.

Thanks,
Ashutosh

[mdash · Accepted solution]

Thanks Ashutosh. I checked all scripts. They were fine. I had to add ACLs with advanced script condition to make it work. Now the error does not come up.

[Ashutosh Munot1]

Awesome. Please close this thread and mark the answer as correct.

Other can use this.