'Approval For' field for Knowledge Articles is blank. - Known Error

'Approval For' field for Knowledge Articles is blank. Description 'Approval For' field for Non-task event for knowledge Articles is blank.

Steps to Reproduce

- The ESC portal does not show the details for a Knowledge Approval. - Knowledge Article Approvals do not appear in the Knowledge owner's 'My Todos' correctly. A KB number or Short Description is NOT visible. - However, Change Request Approvals appear correctly, as they show the Change number and Short Description.

=== Steps to Reproduce on 'empgor02' (San Diego) Instance === 1. Impersonated 'System Administrator' and created KB0010002. 2. Clicked 'Publish', which sent Approval. Saw the only Approver is 'Bernard Laboy'. 3. Impersonated 'Bernard Laboy' and navigated to 'My Tasks' on the ESC Portal - --> https://empgor02.service-now.com/esc?id=hrm_todos_page - Can see the Approval record but Approve Request is blank. However, there is a message stating "Do you want to approve the following: KB0010002 - Test?", which is not seen in customer's instance (See 'Comparison.jpg'). This is likely down to customer customizing the content on the 'HRM Todos Summary' Widget. 4. In the Application Navigator, navigated to Service Desk -> My Approvals and can see the Approval record, but the 'Approval for' field is blank - --> https://empgor02.service-now.com/nav_to.do?uri=sysapproval_approver.do?sys_id=d2dd6bb187282910d06c653f8bbb35a0 - Result: CAN replicate the issue out-of-the-box.

Notes: - Tested on 'empgor01' (Rome) instance and see the same result with KB0010007. - Tested on 'empgor03' (Tokyo) instance and see the same result with KB0010021.

Workaround For the left panel of the my todos page, the todo configuration can only use the table selected or the reference field table by dot walking through the reference. OOTB approvals get number and short description from Approver For reference field tables. KB approvals have no 'Approval For' since their tables do not extend task tables, so number and short description are empty. In contrast, in case of change request 'Approval For' has reference to their tables as they extend task table and number and short description gets populated.

One recommendation to cater this use case is to create an to-do configuration and use approving field in sysapproval_approver table to view number.

Same is the case with the right panel of my todos page as well, since it also gets data from the same configuration. For the right panel we have also introduced an additional configuration framework called task configuration which you can find in the to-do configuration related list. Here you can create your own task configuration for knowledge approvals (as it is not present in OOTB) of what data you want to view, and it supports both task and non-task tables. You can select a number and a short description from the knowledge table here.