More Information of change request details for the approver to approve change through MSC portal.

Community Alums · ‎12-13-2023

Hi Team,

In service portal under My Approvals for change tickets, can we make a change number hyperlink be visible in comments? for example, in servicenow application under change request notes tab we have pasted the link of this change request and requested for approval. The approver doesn't have ITIL license and has only business stakeholders license only. So when approver clicks on My approvals and selects change ticket in queue, he shold be able to see the hyperlink of change in additional comments and when he clicks on the hyperlink, he should be redirected to change request in a new tab where he should be able to view attachments as well to approve. This is required for approvers to be able to check whole change request details with business stakeholder license. We have shortage of ITIL license with our customer. So, we want to check whether this is possible. Kindly suggest if it's possible and do let us know if there is any post related to this requirement.

Thanks,
Rajashekar.

Gurpreet07 · ‎12-13-2023

Hi, Instead of adding a link in the comments you could simply have a link on the approval form or on the approval widget.... Open approval record

Community Alums · ‎12-14-2023

Hi Gurpreet,

Can we have the Hyperlink of change in approval form or under My approval widget so that approver can be redirected to change request details form, can you suggest how to do it?

Thanks,

Rajashekar.

Dr Atul G- LNG · ‎12-14-2023

Hi @Community Alums

User can approve via email as well, in approval notification add the change content and it done.

Also, I am lil confuse. if you provide where exactly you need to add hyperlink , we can help you. A reference screenshot will be helpful.

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Community Alums · ‎12-15-2023

Hi @Dr Atul G- LNG,

We will be adding change request url under additional comments in change request. when approver clicks on my approver header menu and opens the change ticket, he will find a link in the additional comment. He/she will copy the url and open in a new tab making it possible for the approver to view entire change details. Please find the snapshots added.

Here we want approvers who doesn't have ITIL license and have only business stakeholder license to be able to view entire change details along with attachments for them to review and take action either approve/reject. WApprovers who had ITIL license is not a problem but approver without itil has a problem with limited details available in service portal under my approvals.

We are checking how we can make this link pasted in additional comment be visible for approver as a hyperlink so that the approver doesn't need to copy the link provided in additional comments. He/she should be able to click on hyperlink and a new tab opens straight away with change ticket details as shown in snapshot.

Kindly suggest, can we achieve this? if Yes then please suggest how to acheive this?

Note: We already have email approvals which is fine but we want approver without itil license to have entire change ticket details in service portal which is in queue for approval.

Kind Regards,

Rajashekar.