Approvers are not able to see the request items which they are approving

[Jay N]

Hi Experts,

Most of the users with only snc_internal role are business users/stakeholders in our organization, here when they are included as approvers, they have been complaining that they are not able to see the requested item record ("Requested record not found") in service portal.

May i request experts to provide suggestions as many have encountered same issue.

Thanks, Jay

[Mark Roethof]

Hi there,

If you give those users the "approver_user" role or "business_stakeholder", are they then able to view and approve? Do note: these roles do come with a cost.

[Jay N]

Hi Mark, 

Thanks for quick reply, approval link is taking to portal approval page and user can view the approval page variables, there is other link where it takes to RITM page with "requested record not found". User wants to view(Read only) the RITM page.

Thanks, Jay

[Mark Roethof]

Not sure what you mean. Is that out-of-the-box behavior? Is it something we can reproduce?

[Jay N]

Hi Mark,

In the approval email notification we have 2 links in the email body, one link is redirecting to approval portal page and other to RITM record.

Enclosed images for reference.