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07-21-2026 05:02 AM
I'm facing an issue with CSM approval delegation in Service Portal.
Scenario:
User A is the original approver.
User A has delegated approvals to User B.
User B receives the approval email successfully.
User B can be able to approve bot ticket details is not showing
When User B clicks the approval link in Service Portal, the page shows
Approval request for {{task.table}} {{task.number.display_value}}
Solved! Go to Solution.
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07-21-2026 07:27 AM
Does user b have the approval_user role?
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07-21-2026 10:34 AM
Hi @brianlan25 Thanks for your response
user has approver_user role
but he is not able to open the ticket in-backend ticket as well showing no record found
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07-21-2026 07:52 AM
Hi @pawankumar1
Since User B receives the approval notification and can access the approval record, I'd verify whether they have read access to the underlying task (Incident, Case, RITM, etc.).
A quick way to troubleshoot is to run Access Analyzer as User B against the target record. If User B can't read the task, the Service Portal won't be able to resolve values like {{task.number.display_value}}, which could explain why the details aren't displayed.
Hope it helps,
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07-21-2026 11:40 AM
Thanks for your support
Issue has been resolved
One BR was restricting
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