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?

[Blaze2]

Late post, but I think this has to do with the role that is being used for the approvals.

This is my theory

If you are trying to circumvent the system and not use approver_user role and are using something like request.requested_for.manager then you will get the error. If you used say the Admin or the approver_user role, then you will see it.

I had a similar issue last year and this is what the problem was for us.

Good luck

[maryvanatta]

I am seeing this on that non-ITIL users have a known issue with not seeing the record.   ServiceNow KB: Non ITIL users cannot see the record to approve on the Service Portal (KB0623251)

[Blaze2]

This fixed my issue,

Thank you

[Shannon Burns]

This fixed my issue as well.   Thanks, Mary!

Shannon

[Jayanthi]

Hello alll ,

May i know the solution for that. ITIL usrs not able to view the approval form widget it s saying record not found . Please help