Problem in approving requestes

AlhussainiM
Tera Contributor

3 weeks ago

Hello ever body, 
I am a new in service now and I face a problem in approving process .

I have a table called Birth Certificate request and I have a field called state, When the state change to Waiting approval , the approval request go to user has access to approve these requests . but the problem when I click approve or delete this message appear "There must be a reference field on the form to associate approval with and item. Use Personalize Form Layout and select the Approving field" , Although the "Approving field" has already been added .
note : It was working in previous and I didn't edit any thing , 
and now sometimes it work and all records appear but most of the time it doesn't work.
Can you help me?

Thank you in advance.

 

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AlhussainiM_2-1767118561313.png

 

 

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3 REPLIES 3

GlideFather
Tera Patron

3 weeks ago

Hi @AlhussainiM,

 

is this a PDI or client's instance?

 

Quick debugging ideas:

  • how is the approval asked - flow, workflow, any other method..?
  • Is the process the same for ALL the users or just some?
  • The user from the screenshot - if they navigate to the Approval [sysapproval_approver] table, can they access it, can they see records?

 

_____
No AI was used in the writing of this post. Pure #GlideFather only
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AlhussainiM
Tera Contributor
In response to GlideFather

a week ago

the approval asked from flow designer 
yes the process same for all

yes he can see approval tables and the records 
I am working on pdi

 

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sanketpatil09
Tera Guru

3 weeks ago

This error happens because ServiceNow is sometimes not able to link the approval to your Birth Certificate Request record. Even though the Approving field is already added on the form, it must be a reference field pointing to the same table and it must contain a value when the approval is created. In some records, this field is likely empty or getting cleared by a UI Policy, Client Script, or workflow when the state changes to Waiting for Approval, so approvals fail for those records. That is why it worked earlier and now works only sometimes. To fix this, check that the Approving field is a reference to the Birth Certificate Request table, make sure it is populated when the state changes to Waiting Approval, and confirm no script or policy is clearing it.

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