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?

[gtk]

did you find a solution for it 

we are facing same issue, kindly update the solution 

[Daniel Peel]

gtk... 

What we did to get around this issue was move the comments from the task related record to the approval record.  On the widget Approval Record... where it sets up the ticket conversations widget

var ticketConversationOptions = {
sys_id: gr.getUniqueValue(),
table: gr.getTableName(),
title: gs.getMessage("Activity Stream"),
placeholder: gs.getMessage("Type your message here..."),
placeholderNoEntries: gs.getMessage("Start a conversation..."),
btnLabel: gs.getMessage("Send")
};

we changed the sys_id and table entries from 

sys_id: task.getUniqueValue(),
table: task.getTableName(),

to 

sys_id: gr.getUniqueValue(),
table: gr.getTableName(),

This moves the comment from the task(req, request item, change whatever) to the gr which is the approval record itself.  This way all comments made by the approver are on the approval record.  We did not solve allowing the comments to be on whatever record the approval was for.  We require a comment for reject and include those comments on the email that is sent.  The OOB notification pulls from the approval record anyway... so if the comment went to the task record... it would not be included in the notification.  This whole process seems like it needs some ServiceNow love.

[Sourabh Saha1]

I have the same issue in portal.

When I impersonate the affected user and go to sysapproval_approver form, I could not see the comments provided by the previous approver as well. I on see, 'created by' and that an email has been sent to the affected user in the activity log. When I switch to portal view, I get the below error

[Aakash Shah4]

With the Employee Service Centre Portal (/esc) there is a "To-Do" widget that can handle multiple types of records from Tasks to Approvals.  When it comes to Approvals, however, the To-Do widget functions slightly differently to the UI16 Approval Summariser and the old Service Portal Approval page.  

In the older interfaces, an approver with approver_user access to the record (and sometimes without that access altogether) could see the Variable summary for the record being approved without additional rights to the target table, however in the To Do Widget, there's an extra check that requires the user to be able to view the target record.

To achieve this, there is a fairly new Role called sn_request_approver_read which grants access to the Request and Requested Item records.  If you're giving the role "approver_user" to your users, make sure to also give them sn_request_approver_read so that the variable summary is also available.