question Message/Comment section not appearing on approval window in Community Central forum

Message/Comment section not appearing on approval window

effoya — Mon, 25 Aug 2025 07:43:19 GMT

I have created a custom catalog item in servicenow, when user receive items for approval, the comment/message box is not found on the page (RITM)

Re: Message/Comment section not appearing on approval window

GlideFather — Tue, 26 Aug 2025 06:20:09 GMT

Hi @effoya,

can you please share a screenshot explaining of what is not found where?

Re: Message/Comment section not appearing on approval window

Ankur Bawiskar — Tue, 26 Aug 2025 06:37:25 GMT

@effoya

so on which portal page the comment box is not visible?

Share screenshots please, we don't have access to your instance so we can't know.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Message/Comment section not appearing on approval window

effoya — Tue, 26 Aug 2025 13:02:13 GMT

I have attached two screen shots, one with comment box and the otherone withouth comment/message box

Re: Message/Comment section not appearing on approval window

effoya — Tue, 26 Aug 2025 13:03:21 GMT

I have attached two screen shots, one with comment box and the other one without comment/message box

Re: Message/Comment section not appearing on approval window

GlideFather — Tue, 26 Aug 2025 14:02:07 GMT

@effoya is it always for the same logged in user? ensure that the logged in user is also the caller or requested by...

Because random people are not expected to comment it, only Requestors/Caller and the Agents (in backend), nobody else

Re: Message/Comment section not appearing on approval window

Ankur Bawiskar — Tue, 26 Aug 2025 14:16:40 GMT

@effoya

the comment box is shown when the logged in user has READ and WRITE access to comments field on RITM table.

Did you check the field level READ and WRITE ACL?

If you require you can add field level READ and WRITE ACL on RITM table for comments field and give correct role.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: Message/Comment section not appearing on approval window

effoya — Wed, 27 Aug 2025 09:09:30 GMT

Hi @GlideFather same user, but different forms/catalog

Re: Message/Comment section not appearing on approval window

GlideFather — Wed, 27 Aug 2025 14:00:10 GMT

@effoya OK, so compare the forms, are both in the same scope etc... obviously the user has write access to one form and not to the other, so it must be somewhere there...

Compare the read and write ACL for both forms, their tables..

EDIT: rephrased the last sentence

Re: Message/Comment section not appearing on approval window

effoya — Thu, 28 Aug 2025 06:51:36 GMT

I have noticed the two forms are in different tables, one is in sc_request (no message box)and the other one is using sc_req_item (has message box).

Re: Message/Comment section not appearing on approval window

GlideFather — Thu, 28 Aug 2025 13:13:58 GMT

Then check their ACLs and compare it. You can use Access Analyser in backend for these two forms directly

Re: Message/Comment section not appearing on approval window

effoya — Tue, 23 Sep 2025 13:03:12 GMT

This is still not resolved