Approval and Reject button missing from My Tasks in Employee Center Pro

mangeshbodh
Tera Expert

3 weeks ago

Hi Team,

 

We have Encountered one issue where the Approve and Reject button are missing from the My Task page on employee Center Pro. This is happening in Australia version in sandbox, but when i check the same in zurich version in Dev, this works properly. This Action is not even displayed for Admins as well. I have seen existing posts related to that but it does not have solution.

 

 

mangeshbodh_0-1792477764046.png

 

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Tanushree Maiti
Tera Patron

2 weeks ago

Hi @mangeshbodh 

 

Could you confirm whether in in your sandbox, if you have sufficient role approver_user role/ business stakeholder or itil role.

 

If Role / ACL is correct for logged in Approver user , in that case refer this KB:

KB2930022 Approvals Not Loading in Employee Center (ESC) → My Tasks 

 

 

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BhavaniYamsani
Tera Expert

2 weeks ago

Hello @mangeshbodh ,

Since the Approve and Reject buttons are missing even for Admin users in Australia, while they work in Zurich, I would check the following:

  1. Verify approver roles: Confirm the affected user has the appropriate approval role, such as approver_user or business_stakeholder, depending on the approval type. Do not assume the admin role alone confirms the approval experience is configured correctly.

  2. Check To-dos Configuration: Navigate to Employee Center → Administration → To-dos Configuration and open the relevant approval configuration. Verify its conditions and related task configuration.

  3. Verify the Actions configuration: Open the relevant task configuration and confirm the Approvals action group is selected so the Approve and Reject actions can appear.

  4. Compare the two instances: Since the issue occurs in Australia but not Zurich, compare the Employee Center application version, configuration records, and recent upgrades/customizations.

  5. Check the known issue: Refer to https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2930022  as suggested in the discussion.

I would suggest to verify the action group and task configuration, then investigate the Australia-specific differences before customizing any OOTB components.

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Thankyou
Yamsani Bhavani
ServiceNow Developer - SecOps, GRC, Custom Applications, Now assist

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