So before Tokyo, and on the old Service Portal, if a RITM had an approval, and the approval goes to someone outside without an itil role, they were able to approve from the Service Portal.
Now that we are on Washington, DC release and using the Employee Center portal (not Pro version), while the same people can approve on the Portal, they cannot see the details. They need to see the variables to determine who is requesting the item and justification, etc... before they can approve.
This is the RITM view (internal itil view)
This is the Employee Center View:
Even though they have the approver role, and the "Additional Details" tab is there, they cannot see the two variables as they did previously on the old Service Portal.
Our work around for now is that they access the Service Portal and approve there but that is strictly a work around. We need to be able to fix this on the Employee Portal so they can see everything.
Below is what they "saw" before..
Thank you!
You need to set up the "to-do" view for each type of approval under to-do configuration, which is separate from the old approval widget on the Service Portal.
To configure you go to Employee Center > Administration > To-dos Configuration
To add additional information, to match what they used to see you will need to add it to primary or common info.
Additionally you would want to check your Tab configuration that you are using the correct widget in the Additional details tab, Variable Summarizer is the to get the task variables for the approval.
OK I went to check the To-Do Configuration and verified the below:
Impersonated approver on the Employee Center and still no details (variables) showing on the Additional Details screen Nor is anything showing up on the "Common info" section at the top.
Yes when I impersonate someone with the itil role or for a RITM awaiting my approval, all the details / tabs appear.
Yes, the group for approvals has the approver_user role.
Is there an ACL that I have to update with that role to see everything? We have a limited amount of itil licenses so I can't grant it to that role. Plus we are purchasing additional stakeholder roles in the Fall, of which, the members in this group will officially have it, so I need to have this option work without the itil role.
Thanks!
