Granting record access to approvers

If approvers do not have access to records that are submitted to them for approval, the corresponding record access options are dimmed. Administrators must run a batch a job that grants record access to approvers who do not have it already. 

Use case

A client user submits a service request from Self Service to get a laptop. The request needs to be approved by the business head who does not have access to the submitted record. As an administrator, you need to grant record access to the approver so that the approver can approve or reject the record.

Before you begin

Before you grant record access to approvers, you must consider the following points:

• You can grant access to incidents, service requests, and tasks only.
• If an approver is a queue, all queue members are granted record access.
• After granting record access, you cannot revoke it.

To grant record access to an approver

Perform the following steps to grant record access to approvers:

1. Navigate to Remedyforce Administration -> Application Settings ->  General Application Settings .
2. Click the new Start button next to Share records with approvers. A batch job runs in the background after every minute and provides record access to approvers.  Records that are submitted for approvals in the last 24 hours are shared with approvers. 
   When the batch job starts running, the text on the Start button changes to Stop.
   
   
   
3. Click Save. 

To verify if record access is granted to approvers

Perform the following steps to verify if record access is granted to approvers:

1. Create an approval process. For more information, see Creating-an-approval-process.
2. As a client user, log on to Self Service and submit a service request.
3. As an approver, log on to Self Service.
4. Navigate to Manage Approvals > Pending Approvals. If record access is granted, the Approve / Reject option is enabled.

Related topics

Approval-process-overview

Troubleshooting-issues-related-to-approval-process