Approver comments on the out-of-box Approval Form service portal page

[cloudyrobert]

This seems like it probably has an obvious answer, but I'm struggling to find it. How can I enable approvers without roles to make comments in the service portal on approval records for which they are the approver? As an admin, I can see the comments field at the top of the ticket conversation widget like I'd expect. As the approver (no roles), the conversation history is there, but the field is not. I fiddled around with the ACLs, but I've had no luck.

Edit: I should add that the approver is able to add comments without issue through the non-portal interface.

[Mike Patel]

Create write acl on approval table and don't add any role. That should solve your issue.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0687488

[cloudyrobert]

No luck--still can't. The user can write to the field in the non-portal interface, so I'm wondering if it's even a security issue?

[lkleijn · Accepted solution]

Hello,

OOTB, I think the widget displayed on the approval record in the Service Portal is the comment activity of the APPROVED record. So in the case of a Requested Item, you would see the comments of the Requested Item, not the approval itself. That is why you cannot add comments. If you want the approver to comment, you need to create an ACL that will allow the user to update the APPROVED record comments.

Regards