Unale to approve the requests via service portal

[nandini29]

Hi,

User is not able to approve the requests from service portal even though manager check box is ticked in user records. could you please help me on this.

Thanks,
Nandini

[nandini29]

Hi @Ankur Bawiskar  thanks for the response
User dont have approver_user role but manager check box is ticket in profile
user not able to approve from my approvers
Yes it is for RITM

[Ankur Bawiskar]

@nandini29 

other users also unable to approve?

did you recently upgrade?

[nandini29]

Yes, user with base itil role and manager check box checked are not able to approve.
Instances were not upgraded

[M Iftikhar]

Hi @nandini29 ,

From the screenshot, the approval record exists, but the Update failed error points to a permissions or portal issue rather than assignment. Please check:

• User has the approver_user role.

• The approval (sysapproval_approver) is in Requested state and assigned correctly.

• Try from My Approvals in native UI if it works there, the problem is with portal ACLs or the approval widget.

• Review system logs for any ACL/BR errors blocking the update.

Thanks & Regards,
Muhammad Iftikhar

If my response helped, please mark it as the accepted solution so others can benefit as well.