approver_user is unable to add comments to the portal

[NDizzy]

When a user with an approval assigned to them go to the ServiceNow portal, and all they have is the approver_user role, they are unable to add comments to the approval record/ritm record. Adjusting the ACL sc_req_item.comments has not worked when I included the approver_user role in that.

I have reviewed the following which is the same issue but none of the suggested adjustments have worked:

https://www.servicenow.com/community/developer-forum/approver-comments-on-the-out-of-box-approval-fo...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867176

https://www.servicenow.com/community/developer-forum/comments-field-not-visible-for-approvers-with-n...

[dan167]

same

[Deon Oosthuizen]

I have found the below thread mentioning that the comments on the portal is not related to the comments for the approval record but it is the comments of the Request/RITM/Change/Parent record of the approval.

https://www.servicenow.com/community/developer-forum/approver-user-is-unable-to-add-comments-to-the-...

I have not found a solution but am considering creating a popup to allow user to complete/input comments for the approval form on reject/approve that updates the sysapproval_approver record.

Hope this helps