Setting up Approval Process for CSM Cases

[Oksana_B]

Hello,

We want to set up Approval process for CSM Cases created using a particular Record producer on sn_customerservice_case table. Does anyone have any advice how to do that?

Any ideas are highly appreciated,

Kind Regards,

Oksana

[Khalnayak]

Hi,

Please check out this docs page

https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service...

If my answer helped you in any way, please then mark it as helpful/correct.
Kind regards,
Usmaan.

[Andrew_TND]

Sounds like you could workflow it,

Form config

• If there's an approval field on the form default this to requested
• Add the approvals related list which will appear at the bottom.
• Possibly amend the module to show only approved requests and create a secondary module for requested and rejected.

Workflow

• Start the workflow condition if the form field approval is requested.
• Set up approval group/individual.
• if approved set approval field to approved.
• If rejected set form value to rejected and update state.

That should do the trick obviously you can make it as complex as you'd like.

Please mark as helpful or if its resolved the issue, correct!