Cant see approvers name in ServicePortal

[Abishek1998]

Hi all,

If an RITM is raised and if it is pending for approval, The end users also want to see who the approval is pending with, like the approvers name in Portal.

I have checked many KB articles and I didn't find any proper solutions.

[Tanushree Maiti]

Hi @Abishek1998 

Option 1 :  Create a new Service Portal widget (custom)  to show the approvers and add the widget to the desired page in the Service Portal.

                    Refer: show all RITM's pending that logged in users approval needed in portal  //you will get script here.

Option 2: Add Approvers to Work Notes 

create a Business Rule on the sysapproval_approver table. 
Table: sysapproval_approver
When: after (Insert/Update)
Condition: sysapproval.sys_class_name=sc_req_item and state=requested

• var ritm = new GlideRecord('sc_req_item');if (ritm.get(current.sysapproval)) {
      ritm.work_notes = "Pending Approval from: " + current.approver.name;
      ritm.update();
  }

[jcmings]

I don't believe you can modify that widget OOTB. The easiest solution would be to post a comment (not a work note, as that won't be visible to the end user) to the RITM with the approver's name. However, it may be worth pushing back on this requirement as it could lead to end users contacting their approvers outside of ServiceNow. 

[Vishal Jaswal]

Hello @Abishek1998 

I doubt that this feature is available for Flow however have seen this for workflow: https://www.servicenow.com/docs/r/servicenow-platform/legacy-workflow/display-approvers-workflow-sta... 

Open the maintain item's process enginer to see the value is flow or workflow. If workflow, then adhere the instructions mentioned above however if flow then please raise HI Ticket to ServiceNow.



In the meantime, you can try an alternative to populate the approver values in the comments like below: