"No Preview Available" - How to allow approvers to view the formatted requested item?

jamesmcwhinney · ‎08-14-2015

I have created a catalog item that is fairly complex with quite a few fields (variables) on it.

Currently, when our approvers click the link to view the service catalog request and all of the requested items, they cannot open up the requested item to see it in all of its glory. Instead, they see "No Preview Available"

All they can do is click on the drill down summary, which is very difficult to read since there is no formatting or layout to it. =(

I know I can try to create a complex approval email with all of the fields in it, but this creates a maintenance nightmare...

Can anyone suggest a better way to allow the approvers to see the (fully formatted) requested item?

Thanks in advance,

- James

jamesmcwhinney · ‎09-10-2015

I have a HI ticket open but they are still looking into it.

For now, I have come up with a temporary solution via ACLs.

I don't know if this is the right way to address the problem or not, but it seems to do the job for now.

I have created two ACLs and a script include:

Script Include:

Name: myWorkflowTools

Script:

var myWorkflowTools = Class.create();

myWorkflowTools.prototype = {

initialize: function() {

},

isUserAnApproverOfReq : function (sysid,userid){

var isApprover = false;

var appr = new GlideRecord('sysapproval_approver');

appr.addQuery('sysapproval', sysid);

appr.addQuery('approver', userid);

appr.query();

if(appr.next())

{

isApprover = true;

}

return isApprover;

},

type: 'myWorkflowTools'

};

ACL #1:

Table: sc_req_item

Operation: read

Script:

var wfTools = new myWorkflowTools();

if(wfTools.isUserAnApproverOfReq(current.sys_id,gs.getUserID())){

answer = true;

} else {

answer = wfTools.isUserAnApproverOfReq(current.request.sys_id,gs.getUserID());

}

ACL #2:

Table: sc_request

Operation: read

Script:

var wfTools = new myWorkflowTools();

answer = wfTools.isUserAnApproverOfReq(current.sys_id,gs.getUserID());

View solution in original post

manikorada · ‎08-14-2015

James,

Check if there is any query business rule running on the sc_Req_item table and try to deactivate it and see if the issue is fixed.

jamesmcwhinney · ‎08-14-2015

Hi Mani,

I have no additional business rules running against the table aside from what is there out of the box.

Also, the issue only exists for "Approvers". ITIL users are able to see the preview okay.

It almost seems like the preview is intentionally hidden from approvers by design.

manikorada · ‎08-14-2015

James,

There can be OOTB query business rule which might be doing this. Try to disable to OOTB query business rule and then test it

jamesmcwhinney · ‎08-31-2015

I disabled all of the OOTB business rules on the sc_req_item table.

Not surprisingly, this broke the Service Catalog workflow.

I have re-enabled all of the business rules.

Still looking for a solution for this,

Thanks,

- James