If a user manually creates an approver record for an ESS user rather than using an Approval rule, that ESS user is not able to see requested items on that catalog request.

Steps to Reproduce


  1. On an open Service Catalog request, add an ESS user (such as Joe Employee) as an approver.

  2. Log in as the ESS user and navigate to Self-Service > My Approvals.

    Note that you are unable to approve or reject any of the records by right-clicking on a record or selecting a record and choosing Approve/Reject from the bottom drop-down list.

  3. Click the approver record associated with the request from Step 1.

    Note that as the user, you are unable to see items associated with the request. (See attached screenshot.)

    Also note that there is no Approve or Reject option on the form.



If you have access to the sys_app_module, activate the Self-Service->My Approvers module and remove the maint role.  This adjustment enables ESS users to see the My Approvers module.

If you are able to upgrade, review the Fixed In field below to determine the versions that have a permanent fix. To receive notifications when more information is available about this issue, subscribe to this known error article by clicking the Subscribe button at the top of the article.

Related Problem: PRB671497

Seen In

Geneva Patch 1 Hot Fix 7
Geneva Patch 1 Hot Fix 8
Helsinki Patch 1

Fixed In

Helsinki Patch 1

Associated Community Threads

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Article Information

Last Updated:2017-04-25 08:26:21