Need itil users to be able to Request Approval on RITMS

velvet · ‎08-08-2018

On the system approvals for RITMS. Sometimes we need to change the approver. I would like for itil users to be able to select another approver and then use the Request Approval ui action to send an approval request to the new approver. I keep getting a message, " Security does not allow the execution of that action against the specified record.". Here is the UI action:

Mark Stanger · ‎08-08-2018

This isn't a simple configuration, but it can be done. You shouldn't have to do anything with the UI action shown in your screenshot though. The reason it isn't simple is because approvals are tied into pretty much every catalog item...at different points depending on the workflow associated. Allowing for manual approvals will require you to adjust every single workflow associated to your RITM table to make sure that the manual approvals are accounted for. You'll need to take a couple of steps to make this happen, but the details will vary depending on the setup of your instance and RITM workflows.

1) Your users will add approvers using the 'Approvals' related list (which you'll need to add to the bottom of your RITM form if it's not there already). They'll need to access the 'Edit' button, which you can make available by right-clicking the list header and selecting 'Configure -> List Control'. You'll want to disallow access to this button at some point (which you can do with list control) depending on the workflow.

https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/list-administration/task/t_ConfigureListControls.html

2) You'll need to add a 'Manual Approval' workflow activity to wait for (and process) any of these approval records. Once your workflow has progressed past the 'Manual Approval' activity, no additional manual approvals should be allowed (which means you need to remove the 'Edit' button on your 'Approvers' related list using list control).

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/workflow-activities/reference/r_ManualApprovals.html

This will likely be a fairly involved effort to make sure it's working right. If you're not completely comfortable working with ServiceNow as an admin I probably wouldn't even attempt it because you can really mess up your RITM space if you're not careful.

velvet · ‎08-08-2018

The only reason I need this is because sometimes they are choosing the wrong Approving manager, or it is 2 people with the same name, so we need to change the approver. Is there a simpler way to get this done.

Mark Stanger · ‎08-08-2018

The only other solution I can think of would be to open up the write ACL on the 'sysapproval_approver' table so that the 'itil' role can write to the 'Approver' field and change it. You would also want to make sure that you have an email notification set up against that table to let the new approver know they had an approval to process.

Although this change would be audited on the 'Approval' record, I don't think it's a good solution because the previous approver would have commented and the audit trail isn't as obvious unless you're looking at the record. You could try it and see though.

Pranay Tiwari · ‎08-08-2018

Hi velvet,

As your Question " itil users to be able to select another approver and then use the Request Approval ui action to send an approval request to the new approver"

use this UI action in attachment. and make button only in form.

AND Please Mark Correct if it will help you.