How to send an approval to diferent people based on different Service Catalog Category?

The Matrix · ‎01-22-2026

Hi All,

I'm working on a Catalog Item and one of the requirement is to send the RITM for approval to different people based on different Sevice Catalog Category value.

Which workflow activity should I use here?

Thanks!

Ankur Bawiskar · ‎01-22-2026

@The Matrix

you can use Workflow User Approval Activity and use advanced script

then set the user based on category

answer = [];

var cat = current.cat_item.category.getDisplayValue();

if (cat == 'Office')
    answer.push('userSysId1');
else if (cat == 'Software')
    answer.push('userSysId2');

If you are using flow designer then you can use scripted approvals and set the approval dynamically

Scripted Approvals in Flow Designer with Flow Variables

💡 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 || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader

View solution in original post

Its_Azar · ‎01-22-2026

Hi there @The Matrix

use an Approval – Ask for Approval action and set the Approver dynamically based on the Service Catalog Category. Add an If / Else (or Switch) condition that checks the category value and routes the approval to the corresponding user or group. If you’re using workflows, the equivalent is a Run Script activity to determine the approver, followed by an Approval – User/Group activity. Flow Designer is the preferred approach since workflows are now legacy.

☑️ If this helped, please mark it as Helpful or Accept Solution so others can find the answer too.

Kind Regards,
Azar
Serivenow Rising Star ⭐
Developer @ KPMG.