The VMware vRealize Automation ITSM Application end users are not able to approve/reject/comment to other users ITSM requests as a part of approval functionality. These end users are already added to the Approval group to use approval functionality.

Problem

End user of vRealizeAutomation-ApprovalGroup is not able to approval functionality on other's request

Cause

This problem occurs due to a change in the ServiceNow certification process. Now user requires to manually create the ACL records.

Solution

  1. Create a read ACL in Global scope on the sc_req_item OOTB table for x_vmw_cloudservice.vra_end_user (application end user) role.

  2. Create a read ACL in Global scope on the sysapproval_approver OOTB table for x_vmw_cloudservice.vra_end_user (application end user) role.