Comments field not visible for approvers with no ITIL role in the approval form of "Approval" widget (Service Portal)

[Rajesh PanneerS]

Hi All,

Comments field not visible for approvers with no ITIL role in the approval form of "Approval" widget in Service Portal.

Steps to reproduce:

1. Click on Approvals widget in the SP home page.

2. List of approval records are dispalyed, open any one record.

3. Approval form is opened, in the Activity stream for Requested Item comments fields is visible only for ITIL users. I want this filed to be visible for no-ITIL users as well, in our instance we have users with no ITIL role but still they are approvers.

[Ankur Bawiskar]

Hi,

there must be read ACL on that field which might be blocking it for non-itil users

try enabling debug security rules and check which ACL is blocking that

Not sure whether it is valid: you have users with no ITIL role but still they are approvers

Mark ✅ Correct if this solves your issue and also mark 👍 Helpful if you find my response worthy based on the impact.
Thanks
Ankur

[Jaspal Singh]

Hi Rajesh,

You need to modify ACL of type write for comments field of RITM. Try adding approver_user role to the write ACL & it should work well then.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.

[Rajesh PanneerS]

For test purpose I created the below ACL but it's not working. More info on the issue, I'm accessing approval widget from service portal.

[Jaspal Singh]

Hi Rajesh,

Can you change the Operation: Create to Operation: write. Also, make sure you give other write operations a look as well for RITM table just as to avoid conflict.

Thanks,

Jaspal Singh

Hit Helpful or Correct on the impact of response.