Approval Groups - Levels & conditions on change form

[Catherin Stella]

Hi, I am new to ServiceNow.

 I have a customer requirement for change of approval levels with conditions in Change Request form.

Currently there are 2 approval levels. 1) To manager of Assignment Group 2) Technical Group members.

Now they are giving a new requirement since they added new approval groups for all Assignment Groups. So the Requirement is below.

1) When user selects Assignment group the approval should go to the Assignment group's Approval Group along with the manager of the Assignment group. Excluding the Requested by & Change owner if they are a part of the approval groups. 

Eg - Group IT-management is selected the approval should go to IT-management-APPR group members + IT-management group's manager and if 'Abel Tutor' is requesting that should skip Abel tutor's approval even though he is a part of IT-management-APPR group.

2)In the second level of approval- Technical approval if the first level approver group is there it should exclude that group to avoid duplication and send approval to other group & its members selected.

Eg- Two groups selected – IT-management & Service desk as second level it should skip IT management and send approval to Service desk group also if user selects only one group same as first level then entire technical approval should be skipped.

Kindly help me on this please

[Dr Atul G- LNG · Accepted solution]

Hi @Catherin Stella 

Greetings!!

 I am not a developer but will try to guide you

1) When user selects Assignment group the approval should go to the Assignment group's Approval Group along with the manager of the Assignment group. Excluding the Requested by & Change owner if they are a part of the approval groups. 

Eg - Group IT-management is selected the approval should go to IT-management-APPR group members + IT-management group's manager and if 'Abel Tutor' is requesting that should skip Abel tutor's approval even though he is a part of IT-management-APPR group.

Atul: How this group are linked with each other

Assignment group the approval should go to the Assignment group's Approval Group

Are like Parent - child or what way you linked this.

Excluding the Requested by & Change owner if they are a part of the approval groups. 

For this, it is tough to stop approval to be trigger but you can add validation that if Requested by and Change owner is part of group then as soon they click approve/ reject wil get pop up and action abort.

2)In the second level of approval- Technical approval if the first level approver group is there it should exclude that group to avoid duplication and send approval to other group & its members selected.

Eg- Two groups selected – IT-management & Service desk as second level it should skip IT management and send approval to Service desk group also if user selects only one group same as first level then entire technical approval should be skipped.

Atul: Again, not a good use case, as approval will trigger to all groups , but you can add validation that on group members who are already part of Level 1 approval. Believe me it is not that much easy, you need to run a full check and find out and compare.

[Catherin Stella]

Thank you Sir will try out and see the suggestions you have provided.