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 change in 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.