Non-ITIL Users are unable to see the variables in the Approval record on the Mobile app. - Known Error

Non-ITIL Users are unable to see the variables in the Approval record on the Mobile app. Description Non-ITIL users are unable to see the variables in the Approval record on the Mobile app. The issue is not seen for the RITM that are submitted by the same logged in non-itil user.

Steps to Reproduce

1. Create a sys_user record with only approver_user role. 2. Open any catalog item that has variables in it. If there are no variables, create one for the catalog item 3. Go to the Service portal (/sp) 4. Open the catalog item from step 2, fill the variables and submit it. 5. Open the resultant RITM and in the Approvers related list add the user created in step 1 as an approver 6. Change the state to 'Requested' in the related list

7. Login to the instance on NOW mobile app or Agent mobile app as the approver user (created in step 1) 8. Open the Approval record Notice the variables doesn't appear on the form

7. Impersonate the approver user (user created in step 1) 8. Repeat steps 3-8 Notice that the variables appear on mobile for the request submitted by the approver user.

Workaround This is expected behavior and by design in all currently supported releases.

It's a ACL configuration issue. Need to grant "sn_request_read" to approvers along with approver_user role.