Approver cannot see Change Request to approve

[ruzzty06]

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.

[Alikutty A]

Are you able to view the approval? This might have something to do with table level ACL, You can try debugging security rules and see which ACL is blocking access to the user.

Thanks

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[ruzzty06]

yeah, the user can see the approval. But not the Change request record. This is very weird because she can see other Change requests except this one or if there are other that she cannot see i don't know. I can't debug ACL when I'm impersonating her because the record doesn't even show as an ACL filtered record when browsing the Change request list.

[Alikutty A]

Have you written any query business rule on the change request table?

Thanks

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[ruzzty06 · Accepted solution]

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.

[Alikutty A]

Glad it worked, If my responses have helped you in resolving your issue, request you to mark it as helpful.

Thanks

Please Hit like, Helpful or Correct depending on the impact of the response