Approver does not see sc_task in employee center to approve it in servicenow

DaMa2
Tera Contributor

‎09-22-2023 06:27 AM

Hello,

Approver cannot approve sc_task assigned in Employee Center?

Some requests, tasks are visible but it is greyout and not possible to do any action?

Can you help with this issue? What should be configured?

Thanks a lot!

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msd93
Kilo Sage

‎09-25-2023 04:37 AM

Hi @DaMa2 

 

Try  the steps :

1. Check the ACLs (Access Control Lists) for the sc_task table. Make sure the approver has the necessary roles to approve tasks. If not, you need to add the necessary roles to the approver's user record.

2. Check the workflow associated with the task. Make sure the approver is correctly assigned in the workflow.

3. Check the conditions for the approval. If there are any conditions that are not met, the task will not be available for approval.

4. Check the UI Actions associated with the task. Make sure the UI Actions are correctly configured to allow approval.

5. Check the Service Catalog configuration. Make sure the catalog item is correctly configured to allow approval.

6. Check the task state. If the task is not in a state that allows approval (for example, if it is already closed), it will not be available for approval.

7. Check the Employee Center configuration. Make sure the Employee Center is correctly configured to allow approval of tasks.

8. If all the above checks are fine, then try to reproduce the issue in a non-prod environment. If the issue is reproducible, then it might be a product defect. In that case, you should raise a case with ServiceNow support.

 

Hope this helps you.