Approvers are unable to see RITM records they are approving

[Mussie]

Hi Guys,

I have an issue where approvers (with approval_user role) are not able to view the RITM records they are supposed to approve. I have done some debugging and here are the results:

Debug:

The ACL's mentioned above are:

Also the UI macro mentioned in the ACL has the required value:

Appreciate if you could please check and provide some hint.

Thank you,

Mussie

[bernyalvarado]

Hi Mussie,

Do you have this in an instance where we can log in and take a look?

Thanks,

Berny

[Mussie · Accepted solution]

Thanks Berny, appreciate the response. I was able to find the solution in HI, it looks like this is a known issue. The KB article I referred was - KB0523296

ServiceNow Customer Service System

Thanks for your help

Mussie

[VaranAwesomenow]

ty Berny..   I implemented it along th lines that you provided

answer = checkApprover();

function checkApprover() {

var returnFlag = false;

var u = gs.getUserID();

var query = 'sysapproval=' + current.sys_id + "^approver=" + u;

var gr = new GlideRecord('sysapproval_approver');

gr.addEncodedQuery(query);

gr.query();

if(gr.next()) {

returnFlag = true;

}

return returnFlag;

}

[bernyalvarado]

You're welcome Anil!