Approver (no roles) can't see item details on portal approval info widget but can if on normal instance form view

[Daniel Peel]

On portal (Jakarta P5) the OOB approval info widget for non roled users isn't showing RITM details.  We are trying to role out service catalog and your next level will be the approver.  We aren't given out roles... as they only need to do the approval.  If I pull up the approval form the sysapproval_approver table in instance the user can see the details and do the approval

However, that same user looking at it in portal

I thought it may be an ACL issue but if you can see it in instance..why not portal...what am I missing?

[Jon Barnes]

my first thought is there is this ACL that gives users access to read sc_req_item records if they are the approvers. But this ACL seems like it would only work on backend views, and only on the sysapproval_approver or sysapproval_group form. but I can see why this wouldn't work on SP:

https://yourinstance.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=3cfc75a25f011000b12e3572f2b4779f

To confirm it, can you impersonate the user and go to the sc_req_item form directly in the backend and see if they have access to view the fields there?

Actually, on a second viewing, there is a line in my approval record widget that was added in order to make that ACL work in the portal. but I am on kingston, maybe that wasn't added yet in Jakarta.

[Daniel Peel]

So maybe an ACL on sc_req_item or task?

This is the READ lines in the debug for it...the only blocked read in on comments... that's not something I added..but didn't change it.. no need for the approval to comment on the RITM itself.. should only be on the approval record.  I notice the item field isn't visible on this form... maybe something on task it blocking it

[Jon Barnes]

does your approval record widget have that line I highlighted in my reply?

[Daniel Peel]

yes it does