Inconsistent Comment Behavior on Approval Actions for Catalog Items

[ammar_k]

Hi everyone,

I'm experiencing inconsistent behavior when users reject catalog item approvals in ServiceNow.

• For some catalog items, the comment box appears and the comment is saved correctly and the request is rejected

• For others, the comment box doesn't appear and the request is rejected

• And for some, the comment box appears but the comment is not saved and the request can not be rejected.

What could cause the problem and would it make sense to implement a Business Rule to enforce comment saving on approval state change as a fallback?

[Ankur Bawiskar]

@ammar_k 

how and from where are they updating the comments? from portal?

share screenshots.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[ammar_k]

yes from the portal

[Ankur Bawiskar]

@ammar_k 

seems it's a customization which has been done to show the popup

How is that created and where is that added i.e. on which portal page?

share that widget entire code

what debugging did you perform?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@ammar_k 

any update to this?