Problem

On Portal work item view, the list of approvers under the approvals has 2 issues:

• If the same field, say Approvers, was used for multiple approvals in the same work item, the current value of Approvers shows up under all approval statuses/decisions.

• If the approval step required approvals from an Approver group, the name of the approver doesn't show up in the list.

Note: The core approval functionality is not impacted in any way because no unwanted approvals are being sent or unauthorised access to approvals.

Environment

JSM

Steps to Reproduce

1. Add multiple approval statuses to your workflow, with a mix of single user Approvers and approver groups
2. Add different approvers at different statuses, and proceed to complete the work item
3. View the work item on portal

Expected Results

Approvers show up correctly in the list on Portal work item view

Actual Results

• Current approver in Approvers field shows up under every approval that requires approval from Approvers, regardless of whether they were part of Approvers or not.

• The approver who approved as part of an Approver group does not appear in the list. The list of approvers is always empty

Impact: Incorrect approvers show up on customer portal causing confusion among portal-only users.

Workaround

Consider the Approvals and History tabs of the agent work view as the source of truth.

Notes

Details of the portal view for Approvals:

1 - WSL Approval is the name of the approval step

2 - The Approved status just under the approval name shows the final/current status of the approval

3 - The list of approvers added to the work item when the work item was in the approval status

4 - The Approved label under the Approver's name indicates that the user has approved the work item.

The attached screenshot indicates that the WSL Approval is complete ('Approved'). There were 2 approvers - Callum and Kristen, but only Callum approved.