Service Portal Approval Form - Requested record not found??

[tyana]

Hello,

We are testing Service Portal for Istanbul and planning to go live in our Production environment next week. I'm having an issue where the approval form is showing the variables for the request but it does not show any of the records built in fields, such as short description, opened by, requested for, price, etc. We are using the built in Approval Record widget, we have not changed the code of the widget or the Approval page at all. I can't seem to find any answers by searching. Does anyone have any ideas?

[Matthew Swarts]

Hi Kristyana,

Out-of-the-Box, ServiceNow's approval record in the Service Portal only shows the State and Created fields from the record that is being approved.   That is done in the "Approval Info" widget.   This widget would need to be cloned before you can modify it.

After cloning, the following line could have fields added to it in order to display more information.   You must be sure that the fields exist on the base Task table, however.

[tyana]

Hi, Matthew.

Thank you for responding. I think my issue is more that the detail about the requested item is showing 'Requested record not found' instead of the detail that should be there. For example, my screen shot above is for a Microsoft Surface Pro 4 but it doesn't even state that anywhere. Such as in your screen shot above for a change request, it is showing the information about the change request, instead we are getting the 'Requested record not found'. It seems that the information should be coming up, such as item requested, quantity, price, opened by, etc.

Appreciate any additional input.

[tyana]

I think that is a different widget than the one I am referring to, the 'Approval Record' widget.

[Shannon Burns]

Did you ever figure this out? I am seeing that same "Requested record not found" with the OOB approval form too.

Thanks,

Shannon