Need to add a new button in approval Widget in esc portal

[somasekharK]

Currently, approvers in the ESC portal are presented with only two options: Approve or Reject.

I want to add a "Send Back to Requester" button alongside the existing Approve and Reject options.

I found one widget 'Todos Approval Actions ' contains this Approve or Reject options, I cloned this widget and try to replace with new widget. But i am unbale to find how to add this new cloned widget into the existing portal.

Could anyone guide me on how to implement the functionality where, upon clicking a 'New' button, a popup appears allowing the user to enter comments, and those comments are then updated in the 'Additional Comments' section of the request?"

[Its_Azar]

Hi there @somasekharK 

Instead of replacing the OOTB widget, create a new portal page variation or use a custom widget instance so upgrades don’t overwrite your changes.

Clone the widget, add your new button in the HTML/Client Controller, and wire it up to trigger a server call.

In the server script, update the approval record state to something like “Sent Back” (or create a custom state) and use GlideRecord to insert the comments into additional_comments.

Replace the original widget in the portal page: open Service Portal > Pages, find the approval widget page (often sp_approval or similar), and swap the widget instance with your cloned one.

For the popup, you can use the standard Service Portal modal (spModal.open()) to collect comments before posting them.

There’s no OOTB “Send Back” action, so it’s a custom process — but once your cloned widget is wired in on the page, the button logic + modal just needs to update the RITM with comments and a state you can report on.

Hope this helps.