Issue
On the Approval form, when selecting the Approval button on a change request, an update error occurs.
Release
Confirmed on Paris
Cause
ServiceNow has changed the technical and role requirements for users to be able to process approvals. The following logic within the Approval Info widget now requires at least the approver_user role.
See line 11 in server script of the widget code:
https://<your instance>.service-now.com/sp_widget.do?sys_id=33442352cb30020000f8d856634c9c3f
var userApprovalAccess = gs.hasRole("approval_admin") || (gs.hasRole("approver_user") && data.isMine);
Resolution
Try adding the role approver_user to the user, or you can modify the widget where this condition has been included.
As the user does not have any roles, it redirects to Service Portal and the 'approver_user' role is needed for processing the approvals.
