Change Approval should be Automatic once Risk Assessment Completed

wefw · 3 weeks ago

Hi,
Present in change Request once we click on the Request Approval button then Approval are triggered. But we need this step to Automate. Once Request is created and Risk Assessment is Submitted then Approval should be Automatic without Clicking the button.

I tried to do this in flow by checking the assessment record that attached to change. But i am unable to check that because in look ups record is not fetching as this won't wait till assessment is submitted.

Can anyone help in this?
Thanks

Ajay_Chavan · 3 weeks ago

@wefw - there are multiple way we can implement this, please refer below and chose what suites your requirement-

Option 1: Business Rule on Assessment Instance (Recommended)

This is the most direct and recommended method for its reliability and performance.

Target Table: asmt_assessment_instance
When: After Update
Condition: State changes to Complete
Script: The business rule's script will trigger the approval workflow and link back to the change request using the asmt_assessment_instance.task_id field.

Option 2: Business Rule on Metric Result Table

This is an alternative that triggers when the individual metric results are finalized.

Target Table: asmt_metric_result
When: After Insert
Condition: When all metric results for a given assessment instance have been created.
Action: The business rule checks if the assessment instance is complete and then triggers the approval automation for the linked Change Request.

Option 3: Flow Designer Trigger

This option is more user-friendly and provides a visual way to manage the automation logic.

Trigger: Record Updated on the Assessment Instance (asmt_assessment_instance) table.
Condition: State is Complete.
Actions: The flow will then perform actions, such as looking up the Change Request and asking for approval.

Detailed Implementation Steps

Step 1: Identify Assessment Completion

The first step is to monitor the asmt_assessment_instance table. You will check when the state field changes to Complete and verify that the task_id field correctly links back to your Change Request.

Step 2: Create the Automation Logic

Use either a Business Rule or a Flow Designer trigger. The automation should query the Change Request using the assessment's task_id and then execute the approval workflow programmatically.

Step 3: Trigger the Approval Process

Once the automation is initiated, the following actions should be taken on the Change Request:

Set the Change Request state to "Assess" (ready for approval).
Update the approval field to 'requested' (current.approval = 'requested').
If using Flow Designer, utilize the "Ask for Approval" action.

Step 4: Add Validation Controls

To prevent manual approval clicks before the assessment is complete, enhance the UI Action for approval.

Condition: Add a condition to the UI Action that queries the asmt_assessment_instance table to ensure a completed assessment is linked to the current change. This will hide the approval button until the assessment is finished.

Key ServiceNow Tables

Table Name	Purpose
asmt_assessment_instance	Stores the overall status of an assessment.
asmt_metric_result	Stores the results for individual questions.
change_request	The target record for the approval.
sysapproval_approver	The table where approval records are created.

Best Practices

Use Flow Designer for new implementations as it offers better maintainability and an intuitive interface.
Add proper error handling and logging to ensure the automation is robust.
Test thoroughly with various risk assessment scenarios to validate the functionality.
Use UI Action conditions to prevent users from manually triggering approval prematurely.

Glad I could help! If this solved your issue, please mark it as ✅ Helpful and ✅ Accept as Solution so others can benefit too.*****Chavan A.P. | Technical Architect | Certified Professional*****

View solution in original post

kaushal_snow · 3 weeks ago

Hi @wefw ,

You can use Flow Designer...

Trigger: Flow starts when the Change Request state changes to Assess or when a risk value is updated.....
Condition: Only proceed to approval if a related Risk Assessment instance exists for that change....
Action: Automatically create or skip approvals, or move the state accordingly. You can even call the built in Apply Change Approval Policy action if approval is still required.....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

Thanks and Regards,
Kaushal Kumar Jha - ServiceNow Consultant - Lets connect on Linkedin: https://www.linkedin.com/in/kaushalkrjha/

wefw · 3 weeks ago

here change request state moves to Assess when we click on Request Approval button, but now we don't need to do this step manually. this should be automatic.
And Risk value is empty before submitting the Assessment and also after submitting the assessment.

So i created one new flow with trigger conditions as state is new, model is normal. and then look up record for assessment record which is associated with change. but its not working

Dr Atul G- LNG · 3 weeks ago

Hi @wefw

I am a business process consultant, and I’d like to share some thoughts from a process perspective. While it’s understandable that the goal is to automate the process, it's important to first identify any limitations or pain points before proceeding. Here are a few key considerations:

Incomplete Risk Assessment Submissions
If a user completes the risk assessment form but forgets to provide some mandatory information required for approval, the request will be rejected and will need to be reworked. This creates inefficiency.
Multiple Submissions
There are cases where users are not satisfied with the first risk assessment submission (e.g., during sharing or feedback stages—I’ve seen this as a Change Manager). So, they submit it again, leading to duplication and extra effort.
Rejection Handling
If a request is rejected, and there is no change in the risk information, the next submission would follow a manual process. This again introduces unnecessary manual work unless improvements or updates are made.
User Permissions
Are all users allowed to file or complete the risk assessment, even for sensitive or specialized use cases?
Incorrect or Incomplete Assessments
If a user submits an assessment with insufficient or incorrect details, what is the process for review and correction? Does this trigger rework or delays?

Summary:
Before automating the process, it’s important to first identify and fix current issues, limitations, or bottlenecks. Automating an inefficient process will only replicate those inefficiencies at scale.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

Rafael Batistot · 3 weeks ago

Hi @wefw

The approval change request flow, normally is by workflow editor

See how work, this might help you

https://www.servicenow.com/community/itsm-articles/change-management-process-workflow/ta-p/2299141