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ITSM : Approval Work Items Not Displayed on Record Page When Submitted using a Record-Triggered Flow.

Date de publication: Jul 7, 2026
Description

When a Service Request is submitted through the ITSM Portal and a record-triggered flow is configured on the Service Catalog Request Extended Attribute Value (ServiceCatalogRequestExtAttrVal) object, the approval process is initiated successfully and the approval request can be completed by the assigned approver. However, the Approval Work Items are not displayed in the Approval Work Item list or Approval Trace component on the Service Request record page.

 

This behavior occurs because the generated ApprovalSubmission record is associated with the ServiceCatalogRequestExtAttrVal object instead of the Service Request record. As a result, although the approval process functions correctly, the Approval Work Items are not shown on the Service Request page.

 

NOTE: This behavior is not limited to the Service Request object. The same behavior can occur for Case, Incident, and other supported objects when approvals are initiated from a record-triggered flow on the ServiceCatalogRequestExtAttrVal object.

Prérequis
Service Catalog, Approval Work Item component, Approval Submission, SvcCatalogReqExtdAttrVal backend object.
Tâche

Expected Behavior:
When a Service Request is submitted through the ITSM Portal and an approval request is generated, the associated Approval Work Items should be displayed on the Service Request record after the approval process is initiated. This behavior is consistent with the standard approval flow configuration.

Actual Behavior:
When a Service Request is submitted through the ITSM Portal with a record-triggered flow configured on the Service Catalog Request Extended Attribute Value object, the approval request is created successfully and the approval process functions as expected. However, the Approval Work Items are not displayed on the Service Request record page and are not visible in the UI.

 

Root Cause
This behavior is expected by design.

When the Service Request is submitted via the ITSM Portal with the record-triggered flow on ServiceCatalogRequestExtAttrVal, the resulting ApprovalSubmission record has its RelatedRecord set to the SvcCatalogReqExtdAttrVal object — not the Service Request object.

The Approval Trace component (and the Approval Work Item list component) only displays Approval Work Items that are related to an Approval Submission whose RelatedRecord is the current page's record. Since the related record on the Approval Submission points to SvcCatalogReqExtdAttrVal instead of the Service Request, the work items are not displayed.

Note: SvcCatalogReqExtdAttrVal (Service Catalog Request Extended Attribute Value) is a backend object not supported in the UI — it is accessible via API/SOQL only.

 

Étapes
  1. Configure an approval process on the Service Request object.
  2. Add the Request Approval (Approval Trace) component to the Service Request record page layout.
  3. Create a record-triggered flow on the Service Catalog Request Extended Attribute Value (ServiceCatalogRequestExtAttrVal) object.
  4. Submit a new Service Request through the ITSM Portal (not via the standard UI).
  5. Verify that the approval request is generated and visible to the assigned approver.
  6. Navigate to the Service Request record page — observe that Approval Work Items are NOT displayed in the Approval Trace component.

 

 

 

NOTE: Affected Objects — Not Limited to Service Request
This behavior is not exclusive to the Service Request object. The same issue occurs with Case and Incident objects when a record-triggered flow exists on ServiceCatalogRequestExtAttrVal

Résolution

This behavior is expected by design.

 

The Approval Trace component and the Approval Work Item related list only display Approval Work Items for Approval Submission records whose RelatedRecord matches the record currently being viewed.

 

When an approval is initiated through a record-triggered flow on the ServiceCatalogRequestExtAttrVal object, the resulting ApprovalSubmission record has its RelatedRecord field set to the ServiceCatalogRequestExtAttrVal record rather than the Service Request (or Case/Incident) record. Because the Approval Submission is not related to the current record page, the Approval Trace component cannot display the associated Approval Work Items.

 

The ServiceCatalogRequestExtAttrVal object is a backend object that is not supported in the Salesforce UI and is accessible only through the API or SOQL. 

 

To have Approval Work Items displayed on the record page, the Approval Submission must be related to the record being viewed. If approvals are initiated from a backend object such as ServiceCatalogRequestExtAttrVal, this UI behavior is expected.

Numéro d’article de la base de connaissances

005388142

 
Chargement
Salesforce Help | Article