Approvers Access to Read RITM

[natashamachado]

Hello,

I need some suggestions to fix an issue that appeared on a customer's instance. Basically, some approvers aren't able to read RITMs they're approving. Which is strange, since from perspective on process, I don't understand how someone would approve something they aren't able to confirm what is.

Now, I don't know how far the instance's ACLs were customized.

I found that someone faced the same issue on:

https://community.servicenow.com/community?id=community_question&sys_id=7990d369dbdcdbc01dcaf3231f96...

However, the solution suggested contemplates GlideRecord in an ACL script. I'm not so keen to this solution because of scalability and perfomance.

Is there any other solution to this, one that does not impact perfomance? 

Kindly,

Natasha

[sai krishna10]

I think ACL is the only way for your query. Give the Readonly Role on RITM Table for the Approver User so that he can able to view the records while approving.

[natashamachado]

I was also trying to avoid solutions that includes roles, because the customer doesn't want all the system's approvers to be able to see, only the ones who are approving that specific record.

Maybe there's no way to do so without GlideRecord?

[Michael Fry1]

You need to add/configure Approval Summarizer: https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/service-administra...

[Deepak Ingale1 · Accepted solution]

Did you try to make variables available to approval record using Approval Summary?

Normally, all RITM information is STORED in variables and all these variables can be made available on sysapproval_approver record using approval summarizer

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