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

[pawankumar1]

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}}

[brianlan25]

Does user b have the approval_user role?

[pawankumar1]

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

[marianbruma]

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,

[Tanushree Maiti]

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.