adding additional approvers in the RITM

[Jan Raphael Caa]

Hi Everyone,

I'm using the ServiceNow OOB to test a functionality in ServiceNow. I have a simple catalog item that adds approvers after submitting a form. The form has a list collector for the approvers so that user can add more than 1 approver in case the other approvers are unavailable.

The issue that I'm having is when adding additional approvers in the RITM after the form has been submitted. After adding myself as an approver and approved the record, nothing happened. The other approver's state is still 'requested' and the RITM ticket is still 'requested'. 

May I know what am I missing here? I tried marking the other approvers as Approved and the workflow continued.

[Community Alums]

Hi Can you please explain that how are you adding approvers?

For approvers, best way is to design a workflow and attach it to you catalog item. Use a run script activity to iterate through the values stored in list_collector. Now store these values in scratchpad and add them into approver activity.

[Jan Raphael Caa]

Hi Raja,

There is an Edit button in the Approval's section. That is how I add the approvers aside from the workflow activity.

[Community Alums]

No please dont do it this way, add the approver activity in workflow.

add Run script before the approver activity and then follow the above.

[Jan Raphael Caa]

Hi Raja,

Apologies but i'm having some issues following your approach. Below is a screenshot of my workflow. It is working without any issues and it is adding the approvers that I indicated in the list collector. My problem is how do I change/update the approvers in case I forgot a user to add as an example?