Service Portal Approval Records for custom table - field display inquiry
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07-17-2024 11:30 AM - edited 07-17-2024 02:58 PM
This may not be the correct location to post this, if so, apologies:
In our Service Portal (we have not implemented ESC and this seems like the closest forum to it), we have approval records that are viewable for a newly created custom table (extended from base task table). On the internal/ITSM view for the approval records, the field's custom fields are easily viewable via the approval summarizer. However, most approvers will only have access to the approval record via the Service Portal. At the moment, the approval record associated with the custom table's record displays only the short description and that it's an "Approval request for [Custom Table] [Record Number]".
I have searched the forums but have not quite found what I'm looking for. Does anyone know how to have additional fields made viewable/available in the Service Portal? I have attached screenshots as an example.
Some things I have tried/looked into already:
1) Many people have pointed out potentially being an ACL issue but viewing this as an admin or user record with the necessary access, I still don't see fields in the Service Portal's view of the approval record.
2) Based on KB0812618 - Approval Summarizer does not... , it appears the approval summarizer does not has an impact on the approval record's view in the Service Portal out of the box. I have not tried the custom workaround mentioned in this KB per Service Portal — Approval Summarizer in Portal, in part because it's from 2017 and I presume there is a more recent recommended route for this?
I should note we do not need to update the approval record views for existing OOB records such as for Requested Items. Does anyone have a recommended solution/best practice implementation for what we need? I haven't found anything like this but is it possible to apply a custom view to a record and utilize that view in the Service Portal for an approval record? We could simply link to that in the approval email generated to the approver, then. I'm not sure if that is actually possible, though.
