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


Description

User is not able to approve a record from Service Portal after the upgrade to Orlando.

When clicking on the 'Approve' button on the Widget from Service Portal the user gets the Error Message 'Update failed'.

Release or Environment

Orlando

Cause

The Server Script code in the Approval Info Widget is different from Orlando release.

The following are the changes in the Widget Code (line 11 has been added and line 24 has been modified):

 

ServiceNow's licensing requirement regarding the approver_user role has been in place since at least London, possibly before.

Service Portal did not enforce that requirement properly across its widgets until the Orlando release in some places.

This specific change was made against PRB1342489 in Orlando, augmenting earlier changes for PRB1306985 made in Madrid to make approvals in Service Portal behave as they do in the Desktop UI.

Those Problems were simply to bring Service Portal behavior in line with Desktop UI behavior.

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.