Adding html text to an Approval before it is sent to the approver when a specific item is ordered

[Lon Landry4]

I am working on a flow in Flow Designer.
I am looking to find a way to add html text to an Approval Email Notification before it is sent to the approver for a specific catalog item.

Is it possible to add text to the Approval before it is sent to the approver?
if so, How?

Thanks for your time,

Lon

[Allen Andreas]

Hi,

Yes, but that action is firing a notification to go to whomever, which is a notification in your platform, which is where I'm talking about doing x,y,z from my post.

You can navigate to your email log, such as typing sys_email.list in your left-hand navigation and pressing enter, locate an email that had an approval associated with it, open that email, then look at the notification section of that record, you'll see the notification being sent there.

That is where you'd open it, edit the body and include the mail script as I mentioned above (after following the preceding steps I mentioned).

[Lon Landry4]

Thank for your help, I am a bit ahead at understanding ServiceNow Approval tables.
But I now have the problems:
- User is sent 2 emails (the first email sent is the oob Approval Request - which we cannot change due to company policy)

- The custom notification does not contain an Approval/Reject message regardless of email template utilized.


 

[Allen Andreas]

Hi,

My apologies, I don't know what you mean by you're a bit ahead at understanding the approval table. Is that from my assistance? If so, please mark my relevant replies as Helpful, if so. I'm not sure if I'm actually being helpful or not or if we still have some sort of miscommunication. 

if you're not able to update the out of box notification...that is the one that is sent when the approval action is triggered. For the other one, you'd want to consider making a copy of the out of box and adjusting it as you need. I have no idea what you've setup for the custom one, but did you make a direct copy?

[-O-]

@Lon Landry4

Notifications in the system are sent basically

- upon a database insert or update happening

- upon an event being emitted

- as a result of a Flow Trigger Notification action.

In other words it is not the "Ask for Approval" Flow action that is "sending" the notification, but the creation of the approval record triggers it.

In fact the same notification will be sent out no matter if the approval records is created using a Flow, using some Script, manually creating it, or being created by some other means.

[-O-]

KB0829694 (Email Notification - Weight)  might help you make the system only send out the right notification.