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! 

[Ankur Bawiskar]

@GamNOW 

this is OOTB query BR on sysapproval_approver table

It's inactive in my instance. see if it's active and causing the issue

try to disable that

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[Ankur Bawiskar]

@GamNOW 

Hope you are doing good.

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[Dr Atul G- LNG]

Hi @GamNOW 

Do you have a filter in place? Because of that, it might be showing the record as “Open” in one place and “Approved” in another, or it could be hidden due to the filter.

[GamNOW]

I would assume so.  I'm trying to navigate where I can find a filter.  The section 'Approval request for...' is what I'll check next. (Looking at Service Portal Configuration)