Catalog Item Request approval

[himanibbhat]

Suppose for a particular Catalog item. I want an approval on the request. Can we do this in service now? If yes, then how?

[MackI]

Yes, it is possible to implement an approval process for a particular catalogue item in ServiceNow.
Here's how this can be achieved:
1. Workflow-Driven Approvals for Catalogue Items The approval process for catalogue items is typically managed through workflows or flows. For instance, items ordered from the Service Catalogue that exceed a certain cost, such as over $1,000, will require approval based on the "Service Catalogue Request workflow".
2. Configuring the Approval Process To establish an approval process for a specific catalogue item:
• Modify the Service Catalogue Request Workflow. You can adjust the default approval threshold and other attributes by editing the "Service Catalogue Request workflow".
• Associate a Workflow/Flow with the Catalogue Item. Each product catalogue item has a "Workflow" field where you can define the fulfilment process, including any required approval steps.
• Define Approval Policies and Definitions. While primarily detailed for Change Management, the underlying principles apply to Service Catalogue items. This involves creating:
◦ Approval Definitions: These define the specifics of an approval record. You can specify if an approval is mandatory, the desired approval action (e.g., Approved, Rejected), the source of the approver (e.g., a specific user or group, or determined dynamically), and when the approval condition is met (e.g., "First response," "All responses," or "Percentage of users" from a group).
◦ Change Approval Policies: These policies (which can be adapted for catalogue items) use a set of variable inputs to evaluate decisions. For each matching decision, an associated approval definition is applied. Conditions can be set for these decisions (e.g., based on the item's cost or other attributes).
• Integrate Policies into Fulfilment Flow: These approval policies and definitions would then be incorporated into the catalogue item's workflow using activities like the "Change Approval Policy workflow activity" or the "Apply Change Approval Policy flow action," which evaluate the policy and generate approvals accordingly.
3. Tracking and Management
• If a request mandates approval, a catalogue task is automatically generated upon the request's approval.
• Catalogue tasks include an "Approval" field that reflects the status: "Not Yet Requested," "Requested," "Approved," or "Rejected".
• Agents can oversee and manage these approval requests for catalog tasks and requested items within the Service Operations Workspace.

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[shyamkumar VK]

@himanibbhat Yes you can do this via flow Designer using Ask For approval Action

adding the Reference below

https://www.servicenow.com/community/itsm-forum/catalog-item-approval-request-should-go-to-particula...

Ensure after creating this Flow you should call in your Catalog item

under process engine section you should tag your Flow

Flow Trigger

1 . Select service Catalog

2. You can use Get catalog variables if you need approvals based on Variable

3. Use Ask for Approval Action to trigger approval , For reference to this approval config refer above link

Regards,

Shyamkumar

[AbinC]

Hi @himanibbhat ,

You can use the Ask for Approval action in the flow of the catalog item. I have attached a screenshot of sample approval action.

You can click on add a group, select the group, and also select the type of approval you want where it is written all users approves .

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

Regards

Abin chacko.

[Ravi Gaurav]

Hi @himanibbhat 
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Below catalog video will help you :

https://youtu.be/MvwLxZVlsoA?si=IIazCxFEC2k36hU6

https://youtu.be/u5rA8YjVROg?si=ij6GrSWnfaN3B9Z5

https://youtu.be/X-Kce2Nfz68?si=ByMYwHSxEf62qkRa

https://www.youtube.com/watch?v=ZXoNumjuZ6Y&list=PLKH9bPqlw1nen-RLWgf1X5accRsYBUSjL