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

Fecha de publicación: Jul 7, 2026
Descripción

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.

Solución

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.

Número del artículo de conocimiento

005388145

 
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