How to differentiate between approvals for change requests and RITMs

Cat · 3 hours ago

Hi All,

I'm trying to implement approvals on RITMs and I'm using the approval.inserted event, however, that seems to also be used currently (in our environment) for change approvals.

Which event differentiates between approvals for change and approvals for RITMs?

Thanks in advance for any help!

Dr Atul G- LNG · 3 hours ago

Hi @Cat

If the event is the same, we can add a condition in the email notification where the ticket number starts with CHG or RITM.

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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View solution in original post

Ankur Bawiskar · an hour ago

@Cat

if you want different email content then separate them out

1) update OOTB to include source table = sc_req_item (Since you are updating OOTB it will be skipped during upgrade)

2) create new notification with exact same event etc source table = change_request

OR
update the email scripts I shared as per your requirement

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Dr Atul G- LNG · 3 hours ago

Hi @Cat

If the event is the same, we can add a condition in the email notification where the ticket number starts with CHG or RITM.

*************************************************************************************************************
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/dratulgrover [ Connect for 1-1 Session]

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Cat · an hour ago

Thank you for your help - how would I apply that condition?

Dr Atul G- LNG · an hour ago

Hi @Cat

I think my previous information was incomplete. The events are the same, but you want to handle two differently. So, create two different email scripts and then add this condition with them.

*************************************************************************************************************
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/dratulgrover [ Connect for 1-1 Session]

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Cat · an hour ago

I tried something before you responded - it seems to work, but would you agree this is suitable?

Change Notification

RITM Notification