need help in flow

[nameisnani]

We have a catalog item with the following fields:

• Related Category (Mandatory) – Choice field with values:
  • Collaboration and Communication
  • Cyber Security Services
  • Hardware
  • Infrastructure
  • Software
• Application Name – Reference field to the Business Application table

---

 Current Behavior

When both fields are selected:

Example:

• Related Category = Hardware
• Application Name = ServiceNow Production

Flow:

1. Line Manager Approval
2. Hardware Group Owner Approval
3. Application Support Group Approval (based on Application Name)
4. Catalog Task is created for ServiceNow Production Support Group

This is working as expected.

---

 New Requirement

If:

• Related Category is selected
• Application Name is NOT selected (empty)

Then after:

1. Line Manager Approval
2. Category-based Group Owner Approval

The request should route to default fulfillment groups based on category, as below:

Related Category Default Fulfillment Group

Collaboration and Communication	Infrastructure-SUP
Cyber Security Services	CyberSecurity_Tools-SUP
Hardware	TechHub-SUP
Infrastructure	TechHub-SUP
Software	SUP

can anyone please help me in scrp

 @Ehab Pilloor  need your help here

Ehab Pilloor

Mega Sage

z

[Sanjay191]

Hi @nameisnani 

Please find the below steps for this , i hope this will help you. 

current scenario that you build( already build)

Your existing flow works like this:

1. User selects Application Name.
2. User selects Related Category.
3. Flow uses the Application Name to determine:
   • Fulfillment Group
   • Approval Group
   • Other routing logic
4. Ticket gets assigned and approved correctly.

 

new scenario to handle

Now you want to support cases where:

Application Name	Related Category	Result
Selected	Selected	Existing flow works
Not Selected	Selected	New logic required

For example:

Application Name	Related Category
Empty	Database
Empty	Network
Empty	Security

In these cases, the system should still know which group should handle the request.

---

Proposed Solution

Step 1: Add a New Condition in Flow Designer

Add a condition:

Application Name is Empty
AND
Related Category is Not Empty

When this condition is met:

Call Subflow

instead of continuing with the same flow.

---

Step 2: Create a Subflow

Example:

Subflow Name:
Determine Fulfillment Group by Category

Inputs:

Current Record
Related Category

Outputs:

Fulfillment Group
Approval Group

---

Step 3: Create a Decision Table(Very Helpful)

Create a Decision Table like(Example):

Related Category	Fulfillment Group	Approval Group
Collaboration and Communication	Infrastructure-SUP	DBA Manager
Cyber Security Services	CyberSecurity_Tools-SUP	Network Manager
Hardware	TechHub-SUP	Security Manager
Infrastructure	TechHub-SUP	Support Manager

Input:

Related Category

Outputs:

Fulfillment Group
Approval Group

---

Step 4: Use Decision Table in Subflow

In the Subflow:

Input Category
       ↓
Decision Table
       ↓
Return Fulfillment Group
Return Approval Group

Example:

Category = Collaboration and Communication

Decision Table returns:

Fulfillment Group =Infrastructure-SUP
Approval Group = DBA Manager

---

Step 5: Update the Request

In the Subflow:

Then trigger approval using:

Approval Group

Current.assigned_to_group = Fulfillment Group

or

Current.assignment_group = Fulfillment Group

 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Thank You

[Tanushree Maiti]

Hi @nameisnani 

If new requirement (validation) needs to do  post 2nd approval completed , 

Add another If loop with the following condition

• Related Category is not empty AND
• Application Name empty

Then generate catalog task  with fulfillment group based on selected Related category