Hi guys, I've seen similar posts but not quite the same as what I'm after. The closest one had no solution and a lot of posts reference SN Guru page https://www.servicenowguru.com/scripting/business-rules-scripting/prevent-redundant-approval-requests-servicenow/ but this is not what I am after... so let me please try and explain:
We use the selected Service record on the Change form to drive a lot of approval behaviour e.g. 'Service owner' (SO), 'Technical lead' (TL) are user fields which may be added as approvers to changes as are group fields like 'Impact assessors' and 'Minor assessment'.
Unsurprisingly it's feasible that the SO or TL may also belong to the approval groups which results in these individuals having two approval records created against their name (one being a group approval and one being a user one). What I am trying to establish is how can I make it so one of these 'duplicate' approval records gets removed or marked as 'Cancelled' etc. and just as important... that it is the group approval that is removed (or set to Cancelled). This is preferable as there will always be multiple people (approvers in the group) so we want the 'active' approval record to be the user one which is requiring that the SO and/or TL approves the change.
In terms of distinguishing between the two approval records I'm aware that the group approval record will always have a Approver.Group.Assignment group value (i.e. the name of the Approval group) where as the user approval record will always have this field as empty (null) - see screenshot below.
I'm not sure how well I've explained this but any help is much appreciated.
Many thanks.
