Approval - and Email Templates for application

[Lucky1]

Hello all,

I have designed a flow designer to trigger approvals when a business application's status is changed to Retired. The approval will be triggered to it's business owner.

It is working fine as expected. The approval record is also showing in the Approvals table.

But my query is, I want to send an email to the owner when the status is changed to Retired,

So, once the business owner receives the email, he should find options to Approve or Reject from the email itself. 

Which template should I use here?

Because I see this kind of templates are available for RITM and change requests. This is a business application.

Can someone guide me?

Regards,

Lucky

[Lucky1]

Hello Ankur,

Yes, Thank you for the input.

Yes, I see the Approval Request notification, and the Email template it is using in What it will contain section.

Actually, I have used the same Email template in my custom notification but i cannot see it in the Email logs.

My custom notification:--

And I am triggering event from Flow Designer (I guess here there is something wrong)

In the Look up record action, I am using Business application table and condition is sys_id is inputs -->CI

Note: In the Event log, I see that my event is processed but no email triggered in the Email logs.

the CI sys_id is coming from the BR.

Can you help me now plz?

I want to email to trigger from Flow designer and also approver should approve or reject in the email itslelf.

Regards,

Lucky

[Ankur Bawiskar]

@Lucky1 

you are using "Ask for Approval"  so it will insert record into sysapproval_approver table.

But your notification is on Business App table -> this is wrong.

You should have notification on sysapproval_approver table and use the same template.

I also mentioned earlier this

-> There are lot of non-task extended tables for which OOTB email on approval table is sent out.

-> You should debug why it's not going.

-> Is your approver active and not locked out?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Lucky1]

Hello Ankur,

Yes, I have changed now the Notification table to sysapproval_approver and I checked the business owner, he is active only. He is having email id as well.

Still, I don't see any email in the logs. 

Regards,

Lucky

[Ankur Bawiskar]

@Lucky1 

when record gets inserted into approval table, approval.inserted event triggers

once that event is processed then email triggers.

Did you check that event triggered in event logs and it got processed?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[shantanu_patel8]

Hi @Lucky1 ,

Please refer to this URL: The content is from Jaspal Singh, he has given the whole script on how you can configure the notification with approve and reject button.

https://www.servicenow.com/community/itsm-blog/approve-reject-button-in-approval-notification/ba-p/2...

Please mark the response helpful 👍 and answer correct if it resolves your issue. Happy scripting 😊