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.

[Dr Atul G- LNG]

If it works, that’s great! I thought adding the condition wouldn’t work properly in the same setup, but I’m glad it does

[Ankur Bawiskar]

@Cat 

this will work

Note: If you are updating OOTB notification then it will be skipped during the upgrade, that's the only risk

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

[VaishnaviK43271]

Hi @Cat !!

There is no separate event for approvals created for Change versus RITMs.

The approval.inserted event is a generic event and is fired for all approvals in the platform, including:

• Change approvals (change_request)

• RITM approvals (sc_req_item)

• Request approvals (sc_request)

• Other approval-enabled tables

How to Differentiate Between Change and RITM Approvals

You must evaluate the source record of the approval.

On the sysapproval_approver record, the sysapproval field references the record that generated the approval.

Example logic:

var sourceGR = current.sysapproval.getRefRecord();

if (sourceGR.getTableName() == 'sc_req_item') {
    // RITM approval
} else if (sourceGR.getTableName() == 'change_request') {
    // Change approval
}

Mark this as Helpful if it clarifies the issue.
Accept the solution if this answers your question.

Regards,
Vaishnavi
Associate Technical Consultant

[VaishnaviK43271]

Hi @Cat !!

There is no separate event for approvals created for Change versus RITMs.

The approval.inserted event is a generic event and is fired for all approvals in the platform, including:

• Change approvals (change_request)

• RITM approvals (sc_req_item)

• Request approvals (sc_request)

• Other approval-enabled tables

How to Differentiate Between Change and RITM Approvals

You must evaluate the source record of the approval.

On the sysapproval_approver record, the sysapproval field references the record that generated the approval.

Example logic:

var sourceGR = current.sysapproval.getRefRecord();

if (sourceGR.getTableName() == 'sc_req_item') {
    // RITM approval
} else if (sourceGR.getTableName() == 'change_request') {
    // Change approval
}

Mark this as Helpful if it clarifies the issue.
Accept the solution if this answers your question.

Regards,
Vaishnavi
Associate Technical Consultant

[Ankur Bawiskar]

@Cat 

OOTB this event "approval.inserted" and email notification "Approval Request" is triggered on any approval insertion

This is same for CHG and RITM.

So you can't differentiate there.

You can differentiate that in the email scripts used by that OOTB Notification

These 2 email scripts are used by that email template

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