'Update Fail' when approving ritm from service portal

[tsoct]

Hi all,

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

// 1st changes on Server script

if (input.op == 'approved' || input.op == 'rejected') {
var app = new GlideRecord("sysapproval_approver");
if (app.get(input.target)) {
 //var isMine = gs.hasRole("approval_admin") || (gs.hasRole("approver_user") && isApprovalMine(app))|| (isApprovalMine(app)); //Commented this
 varisMine = isApprovalMine(app); //replaced with this

//2nd changes on server script

data.showApprovals = true;//Add this
//data.showApprovals = gs.getUser().hasRole('approver_user');//Remove this

From Service Portal widget, with the script changes above, user without role is able to approve from widget. But clicking into the RITM, approve / reject will return Update failed. 

What did I missed? 

This works:

[Ct111]

Hello, this is wrong. You cannot do approvals on POrtal without the approval_user

role. And moreover, this has license cost associated with it hence it needs to be given to only higher

people in a hierarchy like managers and all. 

Mark my ANSWER as CORRECT and HELPFUL if it helps

NOTE: for all OOB processes like Knowledge approvals/Change Approvals/Request Item approvals in order to approve it on the portal you would need this role , if you don't want to approve on the portal then maybe backend itil role will work.

[tsoct]

Hi, in our organization, everyone can be approver, granting the role to everyone doesnt seems to be a good solution.

[Anil Lande · Accepted solution]

Hi,

I believe both widgets are different, did you check 'Approval Info' widget?

You need to modify it and make required changes and test again.

Thanks,

Anil Lande

[Ankur Bawiskar]

@tsoct 

check this KB link which talks about same issue

unless user has approver_user role they cannot update the record

[Approval Info Widget] User is not able to approve a record from Service Portal after the upgrade to...

Resolution

Possible solutions in order for the functionality to work as it was before:

1) Provide the user with approval_admin or approver_user role.
2) Clone the Approval Info Widget, modify the Server Script code (same code as before the upgrade) and add it to the Portal page.

Regards
Ankur