Approver cannot see Change Request to approve

ruzzty06 · ‎03-27-2017

There are 2 approvers on the same approver field. One Approver can see the Change and has approved. The other one can't see the Change. Going to the URL link, "Record not found" is the message. Going to the Change list and searching for Change number returns no result, not even a message of 'record hidden by security constraints', as in nothing. Any idea? Please help.

ruzzty06 · ‎03-29-2017

Yeah, I found the problem. There's an out of the box business rule about service -based security that prevents querying of the record. But the root problem is that the business service selected is for a different tower from the tickets tower.

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Alikutty A · ‎03-27-2017

Hi Rusty,

The second approver may not have the required role to approve from UI. Can you compare their roles? They should have either itil or approval_admin role.

If they cannot be given a role then approval should be done using emails(inbound action)

Thanks

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ruzzty06 · ‎03-28-2017

Hi Alikutty,

The user is an itil and can see many other Change requests not assigned to her and not even for her approval.

Alikutty A · ‎03-28-2017

Why do you have 2 approvers on the approver field? The approver is a reference field and allow single value only.

Can you create 2 separate approval records for each users?

Thanks

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ruzzty06 · ‎03-28-2017

we have a custom field i think, u_change_approver1 and it accepts multiple users.