Viewing /sp Portal, 'Record Not Found' for an Approval Form

[GamNOW]

Hello ServiceNow Community, 

I am trying to troubleshoot an issue that I'm not sure where to navigate to check roles/ACL's etc.

Scenario:

A hyperlink is emailed to a manager to approve a case.  Clicking the hyperlink will show all details as demonstrated on the left side of the screenshot.  I am able to see these details with admin role.

The screenshot on the right is the manager's view. They have approved the case before, but when revisiting the email that contained the hyperlink, they are greeted with a 'Record not Found' message.  This is misleading, since the record does exist but the person cannot see the information. 

Is there a page I may navigate to see the conditional criteria for viewing the page?  (I'm still learning ACL's so I'm trying to familiarize myself with this.)

Thank you in advance! 

[kaushal_snow]

@GamNOW ,

Most likely cause is almost always security control (acl or other checks) blocking the read/query for that user in the portal context rather than the record actually being missing.....because servicenow uses a default deny access model where you need explicit access via acl to read sysapproval_approver and related records and if any acl....condition or before query business rule denies that query the portal will show requested record not found instead of the actual form......

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[Ankur Bawiskar]

@GamNOW 

since it's already approved that might be happening not sure

what happens if the request is not approved? Is that user able to see?

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[GamNOW]

Hi @Ankur Bawiskar 

Just tested in a lower environment and was able to replicate:

Yes, the manager is able to see the record information when state is requested.  After approving in Service Portal, State changes to Approved and 'Record not found' is the message that pops up.  

[Ankur Bawiskar · Accepted solution]

@GamNOW 

I believe that's OOTB if we see logically as the record is already approved

For SP portal it's coming from this widget "Approval Record" so you can debug that

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