question Re: I'm facing an issue with CSM approval delegation in Service Portal. in ServiceNow Studio forum

I'm facing an issue with CSM approval delegation in Service Portal.

pawankumar1 — Tue, 21 Jul 2026 12:02:03 GMT

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}}

Re: I'm facing an issue with CSM approval delegation in Service Portal.

brianlan25 — Tue, 21 Jul 2026 14:27:48 GMT

Does user b have the approval_user role?

Re: I'm facing an issue with CSM approval delegation in Service Portal.

marianbruma — Tue, 21 Jul 2026 14:52:17 GMT

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,

Re: I'm facing an issue with CSM approval delegation in Service Portal.

Tanushree Maiti — Tue, 21 Jul 2026 14:58:28 GMT

Hi @pawankumar1

Delegated users are often blocked from viewing the underlying record in the table ( sn_customerservice_case) by ACLs.

So Navigate to ACL
Search for the read ACLs on your table (like sn_customerservice_case)
Check whether ACL role is assigned to delegated user or not.

Re: I'm facing an issue with CSM approval delegation in Service Portal.

pawankumar1 — Tue, 21 Jul 2026 17:34:42 GMT

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

Re: I'm facing an issue with CSM approval delegation in Service Portal.

pawankumar1 — Tue, 21 Jul 2026 18:40:01 GMT

Thanks for your support

Issue has been resolved

One BR was restricting

Re: I'm facing an issue with CSM approval delegation in Service Portal.

pawankumar1 — Tue, 21 Jul 2026 18:50:12 GMT

Thanks for your support

Issue has been resolved

One BR was restricting