Non-Itil users can't approve requests from the My Activities page using the approval widget

[Lisa_Wiegmann]

We just upgraded from Kingston to Madrid.  Our non-itil users are no longer able to approve requests from the portals My Activities page using the approval widget. I've tried assigning the snc_internal role, but it has not fixed the issue.  In our Kingston instance, there are no roles assigned.  How can I allow all to approve from the portals Requested Approvals section?

[johnfeist]

HI Lisa,

You may want to check directly with ServiceNow.  According to their documentation and reps, granting approvals requires at least an approver license.  The ITIL role includes approval.  What you may be seeing is that they found a hole in that process and plugged it in either London or Madrid.

If you ask the folks at SN they'll say anyone who might be asked to give an approval should have that license.  The approver licenses are about $10/month. 

If you need to get approver licenses, you might consider doing what I did.  We came up with a realistic estimate on how many approval requests would be outstanding to users who do not have a fulfiller license at any time and bought that many.  I added some BRs around sysapproval_approver so that people are transparently given that license when it is needed and the license is reclaimed when no longer needed.

Hope that helps.

:{)

Helpful and Correct tags are appreciated and help others to find information faster

[HH10]

Can you share your BR? I was thinking of using the same solution. Thanks!

[Lisa_Wiegmann]

Thank you for your response.  I have reached out to our account rep.  I will reply back when I know more, so others are aware.