Approver has to see the item name for approval

Approver has to see the item name for approval

When a user requests more than 1 item with Service Portal (Version 2017.11) with 1 Service Request via shopping cart, the approver (in our case the manager of the service recipient), cannot see the item / article name in the approval GUI in Service Portal. The approver can only see, he has to approve a cart with e.g. 2 items. In the details of the approval, the approver can see the description of the requester and the total costs, but no further details like item / article name, values of user selection fields, etc. Even the requester cannot see the item / article name of such a Service Request after submitting the shopping cart.

In case a user only requests 1 item / article, everything works fine for the requester and the approver.

An approver of a request needs all details of the requests to be able to approve. The item / article name has to be visible for the approver, to support a fast approval process and to reduce queries to the service recipient.

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STR:
- Login in Service portal 2017.11 (https://xxxx/saw/ess/)
- On the search box on the top, type Apple iphone and select the catalog items Apple iphone 6 plus
- In the request details section: requested for= enter you name and select the country
- Click add to cart
- Click "Continue browsing"
- Click "PERSONAL PRODUCTIVITY SERVICES" then "PC Key Card" click "add to cart"
- Click "Check out"
- Enter the Order name=test" and the purpopose for ordering="test"
- Click Submit --> Message: "Your Request #PORxxx was successfully created."
- Logout and login as sdapprover
- Select the Request from the steps above to approve. It should be pending approval

Result: The approver "sdapprover" will never know which catalog items he is about to approve or deny.
the expectation is the approver to see that the order contains the catalog items: Apple iphone 6 plus and PC Key Card

8 Comments
Micro Focus Expert
Micro Focus Expert
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudus, and we’re looking forward to input from the community. Once there is enough community traction, it will be reviewed by the product team.

Thanks for explaining the details as well!

Lovi Thomas Outstanding Contributor.
Outstanding Contributor.

Hi All,

This is a very basic requirement from all the user using Service Manager. We need to have this ASAP.

Regards

Lovi Thomas

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Waiting for Votes
 
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

 

this idea has been accepted on our product roadmap, timing TBD. Subscribe to receive updates. (This is not a formal commitment, and subject to change)

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Accepted
 
sunotaka Regular Contributor.
Regular Contributor.

on version 2019.02, approver can't view any catalog item details (user selection details) even when request only single item. Requestor.pngRequestor - Item detailsApprover.pngApprover

Micro Focus Expert
Micro Focus Expert

This is implemented in 2019.08. No matter single or multiple items in the request, the approver can always view item details (including user options) in the approval details page.

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
Status changed to: Delivered
 
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