Approve button not working on ESC portal

[Abdul Musavvir1]

Hello Everyone,

Approve/Reject button is not working on ESC portal if we click as an ITIL or any other user, but record is being approved when we approve as an admin.

Before approving:

After approving as Approver / ITIL user :

If I refresh the page, I see that the record is still not approved.

Any quick suggestions will be much helpful.

-Abdul Musavvir

[Ankur Bawiskar]

Hi,

is that user having approver_user role? then only it would update

Also ensure the state field is not readonly at dictionary level

check this

'My Approvals' widget in the Service Portal allows users without the 'approve_user' role to action a...

Regards
Ankur

[Abdul Musavvir1]

The user is an ITIL user, still he is not able to approve from ESC portal.

I have gone through the provided link, but it didn't help me(I might be missing something)

The widget which is being used for approval on ESC portal is:

Todos Approval Actions

https://instance.service-now.com/sp_widget.do?sys_id=34a149f0531130107eb7ddeeff7b1271&sysparm_record_target=sp_widget&sysparm_record_row=2&sysparm_record_rows=5&sysparm_record_list=idSTARTSWITHtodo%5EORDERBYname

No role condition is used in this widget.

-Abdul Musavvir

[Ankur Bawiskar · Accepted solution]

Hi,

Did you check field is read-only?

what debugging have you done for that widget?

Regards
ankur

[Abdul Musavvir1]

It worked, the state field was read-only.

I have deactivated the ACL, its working now.

Thank you...!