Approval form, non-itil approvers and the Portal

Maria20 · 3 weeks ago

Hello SN Community,

I'm hoping someone can help me figure this out.

On our Employee Service Center portal, there is an Approval form (approval). When a non-itil user (approver) tries to see the details of their ticket to approve, it says "Record not found". See attached screenshot.

I have granted read ACL access to sysapprover_approvers, sc_request, sc_req_item. I have even tried granting them the approval_user role but nothing changes.

I have tried debugging the approval page widget and can see that this line is returning a null:

approvalTargetRecord.canRead()

I'm not sure what I'm missing. Any help is appreciated.

Maria.

Rafael Batistot · 3 weeks ago

Hi @Maria20

approvalTargetRecord.canRead() means the user cannot read the record being approved, not the approval record itself.

Focus on the ACLs and Query Business Rules of the target record, not sysapproval_approver.

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View solution in original post

Rafael Batistot · 3 weeks ago

Hi @Maria20

approvalTargetRecord.canRead() means the user cannot read the record being approved, not the approval record itself.

Focus on the ACLs and Query Business Rules of the target record, not sysapproval_approver.

If this response was helpful, please mark it as Helpful and, if applicable, as Correct.
This helps other users find accurate and useful information more easily

Maria20 · 3 weeks ago

Hello Rafael,

Thank you for the response. I did look at the ACLs of the target record (sc_request and sc_req_item) but the user should have access to read both records.

Any other thoughts?

Maria.

Maria20 · 3 weeks ago

Hello again, Rafael!

I got it working. Thank you for the guidance.

Maria.