How to differentiate between approvals for change requests and RITMs

[Cat]

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 · Accepted solution]

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.

[Cat]

The email notifications are different depending on whether it is a change or ritm - would it work in this case?

[Ankur Bawiskar · Accepted solution]

@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

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