ServiceNow - Approver Unable to approve change request

[CHELLARAPUS]

The status of some request's is approval requested. The approver for the change request is user (marked in cc) which is also visible in service now; however, he has not received email for approval and also when he tries to the approval task the approval button is greyed out.

[Tanushree Maiti]

Hi @CHELLARAPUS 

For the specific approver, was it used to work and suddenly stopped, and it is never worked?

1. Ensure the approval record itself is in the Requested state. If it is already Approved, Rejected, or Not Required, buttons will be greyed out.

2. Validate if the approver has set up a delegate. If a delegate is active, the approval access might have shifted.

3. The approval record or fields might be read-only due to UI policies or Data Policies (on sysapproval_approver table)

4.  The user might have approver_user role but not the proper role to modify the change request. 

5. Also check this: https://www.servicenow.com/community/developer-forum/workflow-approvals-are-grayed-out/m-p/1361853

[Nilesh Pol]

@CHELLARAPUS do verification as below:

1. The approver did not receive the email because the email notification for approvals might not be configured correctly or the email might have been blocked. Navigate to System Logs > Email Logs and search for the email sent to the approver.

2. The approval button being greyed out could indicate a permissions issue or that the approval task is not in the correct state. The approver should have the approver_user role or equivalent.