How to send a Request back to last approver if the next approver has any queries ?

[sarthak92]

We have a use case that a Request should be sent back to last approver if the next approver has any queries/concerns on the Request. Example : If I raise a request and request is approved by my manager, in case my senior manager has any query, they can send back the request to my manager. Is something available OOB to achieve this or do we need customization ? please advise the solution to this.I went to the below article to roll back but it would roll back to entire request to 'Not yet Requested'. I just need to roll back to last approver.

 Article to roll back request : https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538562

[Ankur Bawiskar]

@sarthak92 

No OOTB UI action etc is available, 

you can use Workflow rollback activity for this, this will re-generate the approval

Create Custom UI action on sc_req_item for this

Reset change request workflow, approvals, and tasks 

How to successfully roll-back / reset manual approver approval records (change workflow)? 

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[Tejas Adhalrao]

Hi @sarthak92  ,

There is no Out-of-the-Box (OOB) feature in ServiceNow that sends a request back to the previous approver only.

1) Create a new custom approval action "Send Back".

2)use sysapproval_approver table Track approval history  ,

when you click on the "Send back" change current approval state  and then track the previous approval for that record (you can get previous approver (order by created ) also you will get the comments ). 

3 ) and then create new record in sysapproval_approver table and send for the approval again.

let me know  if you will need help i with script

 If you found my solution helpful, please mark it as Helpful or Accepted Solution...!

thanks,

tejas

Email: adhalraotejas1018@gmail.com

LinkedIn: https://www.linkedin.com/in/tejas1018