Custom notification for a workflow approval

[servebot]

I have a new hire workflow that runs from the Requested Item table, and one of the activities is Approval - User. I found that it fires off the notification "Approval Request" which uses the email template "change.itil.approve.role". I'm wondering what is the best way to fire off a custom approval notification.

Through testing and force of will, I've found that I can create a new notification that will send with the advanced condition:

answer = 'true';

if (current.document_id.cat_item.name != 'New Hire Request Form') {

answer='false';

}

The problem is that the workflow approval from that request item now kicks off both notifications. I believe I could ensure that does not happen by adjusting the weight on "Approval Request" or adding a similar script to make sure it doesn't run for that request item, but I'm hesitant to make changes to the default record for fear that it would cause a side effect or a future issue during an upgrade, and it seems like there's a more appropriate way to do this.

Any thoughts would be appreciated.

Thanks!

Mike

[kristenankeny]

I typically handle situations like this by making the OOB record inactive. Then I copy it and add the conditions I need. This should allow ServiceNow to update the OOB notification while allowing you to have a version that fits your company needs. Then, in the future, if an upgrade causes an issue, you can review the OOB notification to determine any changes and make a decision to reactivate the OOB one or copy the changes on your version of it.

[Mike Allen]

There are two business rules that accomplish this.   You should be able to do an if statement to throw a new event, and then create a notification on that fies on that event:

/sys_script_list.do?sysparm_query=collection%3Dsysapproval_approver%5EscriptLIKEapproval.inserted

[servebot · Accepted solution]

Thanks for the input! I actually ended up making another business rule to run off that specific workflow so I wouldn't need to change any of the existing ones, and that seems to be working.

[Community Alums]

Hi Servebot, Can you please let me know how you have achieved this, as I have one workflow where I would like to edit the default notification message.

Please let me know.

Raushan