Issue
In Service Portal, users are unable to accept or reject approval records. They may be able to do one successfully, but not the other, or they may not be able to do either.
Release
Kingston
Cause
New to the Kingston release, Service Portal uses the out-of-the-box Mobile UI Actions for Approve and Reject for the approval process. The issue occurs when customers change these default Mobile UI Actions. This issue does not occur in previous versions because the way the Widget Approvals worked was different.
Resolution
To fix this issue:
- In an out-of-the-box (OOB) instance on the same version as the affected instance, export the XML for the appropriate Mobile UI Action, dependent upon whether you are having issues with approvals or rejections.
- In the affected instance, create a new Mobile UI Action and move your customizations to this new Mobile UI Action, so that the record has a different sys_id.
- Import the OOB Mobile UI Action into the affected instance
If you do not have an OOB instance available with the OOB Mobile UI Action, open a ticket in Now Support and reference this article.
