Approvers are unable to see RITM records they are approving

Mussie · ‎10-09-2016

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

Mussie · ‎10-09-2016

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

View solution in original post

Jeffrey Barton · ‎03-26-2024

May I ask why this isn't just added as a fix in patch release? Why should we have to fix an out of the box feature for approver users that you're charging us to have because they have this access to tickets? Do you have an xml instead of us manually doing something to fix this? I did this and each release it's now technical debt that I have to check after each new release - it's annoying that after every patch I now have to fix this again. It's core functionality - just add it into the next patch. Geeze people... come on ServiceNow! You can do better!