question Approval Record Widget on Employee Portal in Service Management forum

Approval Record Widget on Employee Portal

terrieb — Tue, 26 Mar 2024 17:39:40 GMT

We are currently on Vancouver and we have a few catalog items that go outside of our departments that go for approval.

Prior to this release, the widget displayed the variables on the portal:

However, they no longer display these and we have installed the latest plugins . It now displays this and since the person approving does not have an itil license, they can't click on the RITM link to see the details there:

does anyone have a solution?

Re: Approval Record Widget on Employee Portal

James Chun — Tue, 26 Mar 2024 20:57:58 GMT

Hi @terrieb,

There should be a variable summarizer in the 'Additional details' tab, something like below:

Since it's not there, try the following to create one:

Navigate to Employee Center > Administration > To-dos Configuration
Open the record where the name is 'Approvals'
In the 'Task Configurations' related list, open the record where the name is 'Request Item'
In the 'Tab Configuration's related list, add a record something like below:

Hope that helps, cheers

Re: Approval Record Widget on Employee Portal

terrieb — Wed, 27 Mar 2024 12:28:35 GMT

That option is on:

However, on the employee center portal, it is not being displayed:

Is there something else that needs to be turned on or activated to get this to work as you described?

Re: Approval Record Widget on Employee Portal

James Chun — Wed, 27 Mar 2024 19:31:30 GMT

Hi @terrieb,

I am assuming the user only has the 'approver_user' role.

Looks like they need an additional role 'sn_request_read' to view the details - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0832228

Although the article is about the Mobile app, I was able to fix the issue by granting the 'sn_request_read' role to the approver. You can either grant the 'sn_request_read' or the 'business_stakeholder' role which contains the 'sn_request_read' role.

Re: Approval Record Widget on Employee Portal

terrieb — Thu, 28 Mar 2024 11:44:38 GMT

I don't show the sn_request_read role in our list of system user roles to apply. I did add the business_stakeholder role, but still unable to see that extra tab for the variables.

Re: Approval Record Widget on Employee Portal

jlaps — Mon, 10 Jun 2024 17:36:07 GMT

I had to go to the Hi portal and request the plugin "ITSM Roles" which has these roles in it. However, even granting a user this role and the approver_user role, I still cannot see the variables/variable summarizer for these users.

Has anyone figured this out?