itil/admin users cannot preview "approval for" field on the Approval form Description<!-- div.margin { padding: 10px 40px 40px 30px; } table.tocTable { border: 1px solid; border-color: #e0e0e0; background-color: #fff; } .title { color: #d1232b; font-weight: normal; font-size: 28px; } h1 { color: #d1232b; font-weight: normal; font-size: 21px; margin-bottom: 5px; border-bottom-width: 2px; border-bottom-style: solid; border-bottom-color: #cccccc; } h2 { color: #646464; font-weight: bold; font-size: 18px; } h3 { color: #000000; font-weight: bold; font-size: 16px; } h4 { color: #666666; font-weight: bold; font-size: 15px; } h5 { color: #000000; font-weight: bold; font-size: 13px; } h6 { color: #000000; font-weight: bold; font-size:14px; } ul, ol { margin-left: 0; list-style-position: outside; } --> Symptoms 'I' icon(preview) is not visible for itil users on "approval for" field on the Approval form Cause There is a OOTB write ACL created on 'Approval for' field on Approval(sysapproval_approver) table. /nav_to.do?uri=sys_security_acl.do?sys_id=38f60d220b31020066fce240e0ea6034 "Maint" role was given to the ACL, That's the reason no user can view/click the I icon except users with the 'Maint role (Only ServiceNow Personnal will have Maint role)' Resolution Issue can be resolved in two ways 1. Adding 'Itil' role to the existing OOTB ACL OR2. Creating a new ACL with write access on 'Approval for' field and assigning 'ITIL' role Note :Since customizing OOTB ACL is not recommended, Option 2 would be the best solution for this issue.