Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
From service portal, rejecting an approval record does not make comments mandatory like in the platform UI - Known Error
  • >
  • Knowledge Base
  • >
  • Known Error (Knowledge Base)
  • >
  • From service portal, rejecting an approval record does not make comments mandatory like in the platform UI
KB0752216

From service portal, rejecting an approval record does not make comments mandatory like in the platform UI


3430 Views Last updated : May 25, 2025 public Copy Permalink
KB Summary by Now Assist

Description

As per the out of box functionality for Rejecting Approval records it is mandatory to fill out the Comments field. This works on the platform as well as in CMS. However in Service Portal, the system processes rejection of the sysapproval_approver record even without comments.

 

Steps to Reproduce

- Goto any out of box instance
- Query Approval records in Requested state as below
https://INSTANCENAME.service-now.com/sysapproval_approver_list.do?sysparm_query=%5Estate%3Drequested&sysparm_list_mode=grid
- Impersonate one of the Approvers for these records making sure they have Approver role
- On platform, reject one of the record and the system mandates comments to be entered for rejecting approvals
- Try the same in Service Portal by clicking on the Approval header link and rejecting one of the available records in the list

Actual Behavior: The reject gets processed without entering the mandatory comments.
Expected behavior: The rejection shouldn’t process without comments.

Workaround

This issue is currently being reviewed as a product enhancement. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In or Intended Fix Version fields to determine whether any versions have a planned or permanent implementation of this issue.


Related Problem: PRB714367

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.