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]

Did you verify those users do have the proper read-access for the RITM? Or is the link in the notification incorrect?

[sasikumarpr]

Have users been assigned any business approval roles, or are they currently holding the snc_internal role?"

[Dr Atul G- LNG]

Hi @Jay N 

The prime reason can be ACL

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0688922

https://www.servicenow.com/community/csm-forum/i-get-the-message-quot-requested-record-not-found-quo...

[Peter Williams]

Yes its an ACL what i did to work around this.

I used a field on the sc_req_item table Assigned_to

the approve will get filled into this section via the Workflow

in the ACL rule for sc_req_item Read i set Assigned_to is (Dynamic to me)

which means any approvers name that is set in the Assigned_to will be able to read.

as each approve gets added if you have one approver after another they will then be able to see it

i got this to work without any additional cost to it

[bradleydebono]

Hi Jay,

I think there are a couple of issues here - Firstly to approve via the portal, users will need the "approver_user" role (please note that this is not required if approving directly via email).

You can read more about that here: https://www.servicenow.com/community/developer-forum/which-is-the-minimum-role-required-for-approver...

Secondly you need to ensure that the approver has read access to that particular record. By default an approver does not necessarily have access to read all records that require their approval.

You can read more about that here: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0871123

Please mark this is as correct if my reply answers your query!