When an approval request is rejected, how can I get the reject comments in the activities log? I have added approval history and it still does not post. It is posting in my Developers account but not in my production. Is there another setting that

Kathi · ‎12-23-2019

When an approval request is rejected, I'm trying to get the comments to post in the activities log. It is posting that the request was rejected but not including the comments. I included the Approval History in the activity filter and it still no luck. The comments are posting when I test in my Developers Instance but not in my production. Is there another setting I am missing that needs to be turned on / Activated?

ccajohnson · ‎01-03-2020

You may have a Business Rule on the Approval [sysapproval_approver] table that copies the comments from the Approval record to your RITM record. See if you can compare the list of Business Rules in your developer instance with your production instance to see if there is an additional Business Rule on your developer instance that is not there in production. You would have to capture that business Rule in an Update set, then commit it to your production instance.

Let us know if this is where the discrepancy resides.

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Rajesh Mushke · ‎12-23-2019

Hey Kathi,

you need to make comments as mandatory while rejecting the request.

Let me know if you need more help

Thanks,

Rajashekhar Mushke

Community Leader

Thanks,
Rajashekhar Mushke
Rising star : 2022 - 2024
Community Leader -2018
Connect me on LinkedIn : Rajashekhar Mushke

Kathi · ‎12-23-2019

We do have the Comments Mandatory when Rejected. Is there another setting that I'm missing? When the request is rejected, the comment is entered, but does not carry over to the Activities log. Only the approval state is updated from Requested to Rejected. The request state is then updated from Open to Closed Incomplete. Thank you.

The SN Nerd · ‎12-23-2019

Is comments field selected for display in the Activity History?

ServiceNow Nerd
ServiceNow Developer MVP 2020-2022
ServiceNow Community MVP 2019-2022

Kathi · ‎12-24-2019

Yes, I have Additional Comments selected for display. Comments entered from the Task or RITM are displaying in the activity history. Only the Comments from the Rejected approval request is not.