Why are the Requested items (RITM's) approvals not seen on the portal?

kirthi1 · ‎08-12-2019

On the portal, Who can see "My approvals"? Some of them who are approvers are able to see it but some of them are not able to see even though they are the approvers.

This user- Bernard Laboy has 59 approvals on the My approvals back end application but can not see anything on the portal. Why is that?

On the portal-

Aand how to show the RITM's approvals on the portal for the users who are the approvers?

Allen Andreas · ‎08-12-2019

Hi kirthi,

I thought your question was in regard to the "My Approvals" widget that shows on the portal main page (by default), hence why I included all the screenshots and instructions that I did. I didn't know that you were actually talking about the "Approvals" header menu, which was covered by amaradiswamy.

So if armardiswamy now has the Correct answer, ok...but again...I would consider reviewing giving the role out as it is a billable role. So if this user has been given approvals before and could see them in the back-end, but adding a billable role to be able to see the widget on Portal...I'm unsure if that's the right true action to take, but that's up to you.

My suggestions above was more about you finding why they aren't showing, then understand why, then see what the correct action would be, based off your company, etc.

If anything I've said has been Helpful...please mark it as such. Thanks!

Take care!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

View solution in original post

Allen Andreas · ‎08-12-2019

Hi,

Approvals is it's own table. So that widget, by default, is set to show the user their approvals when ANY record for ANYTHING using the approvals table has a record there for their approval. So if it's not showing up for a user, then that means you may have adjusted the conditions on what records within that approval table show.

You'd want to go to Service Portal > Service Portal Configuration > Designer, click the page the widget is on (Index, I would believe) and then click the pencil icon when you mouse over the widget. Then click:

And then you'll see the filter settings which you can review and see if they are correct or not:

Then at the bottom of this same page, you'd want to double-check and see if you have a "Can View" or "Cannot View" setting set which could be hiding this from them:

Please mark reply as Helpful/Correct, if applicable. Thanks!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

amaradiswamy · ‎08-12-2019

HI,

This is because the conditional field for "Approvals" menu.

gs.isLoggedIn() && gs.getUser().hasRole('approver_user')

You may try by assigning this role, impersonate the user and check. Otherwise, you can remove the condition to check role and have only gs.isLoggedIn();

To find the menu, you may navigate to service Portal Menus--> Sp Header Menu and under related lists you can find.

kirthi1 · ‎08-12-2019

The role did help me understand who can see it on the portal or not and solved my issue.

But what about when the user is manager of the requestor and also an approver of that request but does not have any role in the system? How can they see the "My Approvals"?

The user- Natasha Ingram does not have any roles on her profile but since she is the manager to a user she has also become an approver. This user can see the My Approvals on the application side but not on the portal.

amaradiswamy · ‎08-12-2019

Hi,

Yes, in OOTB (base) system the "My Approvals" menu also will be visible for users with approver_user or itil. I think in your instance, this might have been changed. So, If you don't want to assign the role then you can just remove the condition "

gs.getUser().hasRole('approver_user')

" from menu then it will be visible. But, I recommend you to discuss with your team and get the suggestion on how to proceed further.