How to create secondary approval when first approval state is in 'more information required'?

[RGC9]

Hello,

I have a requirement where the primary approver holds the responsibility of making a decision, choosing between 'approve,' 'reject,' or 'More information required'. Opting for 'More information required' should prompt the involvement of the primary approver's manager, who then decides whether to approve or reject. Any chance we could create secondary approval while the primary approval state is in 'More information required'?

Attempted using "ask for approval" in the flow for secondary approval,  upon the condition that if the primary approval status indicates "More information required," the flow should proceed accordingly. However, the flow remains stalled at the primary "ask for approval" stage, despite the primary approval status indicating 'More information required'.

Help please!

Thanks in advance.

[Sujatha V M · Accepted solution]

@RGC9 Below are my implementation solution for your use case. 

1. To get the custom approvals states in your ask for approval output you need to configure those states in following tables.

var__m_sys_hub_action_output_bae0a1120b10030085c083eb37673a92

var__m_sys_hub_action_output_f8f2e9920b10030085c083eb37673abd

https://<your_instance>/now/nav/ui/classic/params/target/sys_choice_list.do%3Fsysparm_query%3DnameLIKEvar__m_sys_hub_action_output%255EGROUPBYelement%26sysparm_first_row%3D1%26sysparm_view%3D

2. Created custom choice in Approval table.

3. Flow (Its an outline for the above use case, please add the "End" activity at respective places)

Expansion of step 2-3 ( I have tagged the user directly. If you have any specific variable then use "Get Catalog Variables" activity to drag-drop the pill.)

Expansion of step 13 (Abel Tuter's manager is Abraham)

Note: Wait for condition is added to make sure the "Approval Record" is created as its Do it in parallel flow logic. 

Results : 

First Level Approver: 

Approver placing the record in "More Information Required" state.

Second Level Approver's Manager record gets triggered for approval

Snippet of the flow execution : First level "Ask For Approval" is still in waiting state even after the record is moved to "More Information Required" and parallel execution for Second level trigger "Ask For Approval" is completed. 

If the Second level approval is rejected, the first level record will still be in "More Information Required" state and action is required by first level approver. 

Suggestions : There should be a notification to first level approver to take action on the pending record or revert the "More Information Required" to "Requested" state.

Also if required, configure to hide "More Information Required" choice or second level approver (Approver's Manager) as it's not mentioned in your use case. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[RGC9]

Hi @Sujatha V M ,

The approach perfectly serves my requirement. Many many thanks for your time and incredible effort on this!

[Dr Atul G- LNG]

Hi @RGC9 

If you ask me, it is not a right way, if the 1st approver holding the decision then why the 2nd approval generated? May be 2nd approver also need same information which holed by 1st? 

[RGC9]

Hi @Dr Atul G- LNG ,

Thank you for challenging the business process but it is the requirement I have to work with.  Also, I realize I could have more clear with my ask. The requirement is to generate an additional approval record for a request(custom) if the primary approver is unable to approve it. The primary approver will determine if secondary approval is necessary or not, hence creating a new state where the primary approver can choose should address the issue.

Thank you for thinking through this!