Issue with manual approvals on requested items

Jamsta1912 · 3 weeks ago

Hi all,

When I add a manual approval to a Requested Item, via the EDIT button on the Approvers related list, the approval record gets created but both the Approving and Approved for fields are blank. The Approver field is populated as expected, but of course without the task reference the approval just hangs orphaned in space. It happens with all RITMs / all approvers.

I cannot see a script or flow running at the time I create the approvers that may be causing this. There are also no weird scripts running on the actual list control record. Any thoughts on what may be causing this?

Jamsta1912 · 3 weeks ago

I reached out to ServiceNow Support. It turns out this is a known issue:

This issue is due to a known problem, PRB1973824. The permanent fix for this problem is included in Australia Patch 2 and Zurich Patch 10. For more details, please refer to the knowledge base article KB2815909.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2815909

View solution in original post

harshamv · 3 weeks ago

Hi @Jamsta1912 ,

I encountered this issue today in my Instance Zurich Patch 7.
Is this issue related to adding approvers manually in ServiceNow(RITM) is not showing after addition?

Steps to re-produce:
1.)Open any RITM which is not closed.
2.)Click on Approvers tab.
3.)Add a user manually and save it

The user who was added is not showing and approvers are blank.

Jamsta1912 · 3 weeks ago

Hi harshamv,

Yes this is the same issue. You'll see that the records do get created on the sysapproval_approver table but that the Source table and Approval for fields are blank. I am also on Zurich patch 7. The issue is fixed if you upgrade to patch 10a.