Order Guide Feasibility

[Abdul]

Hi 

Can someone please suggest me if this is possible.

We have a catalog item for requesting ServiceNow access for users.

This is what we have currently in place.

a user would select the access required if it is itil or Application access.

When the user Selects ITIL access, there select groups field should display the itil groups.

users can select multiple groups.

Now when user selects 10 groups for example, the request goes to the application owner.

the update that the Business needs is that when user selects 10 groups, the approval should go to each groups manager. they suggested that this can be done via order guide feature.

Is this possible or is there a better way to approach this please help.

[pratikjagtap]

Hi @Abdul ,

Option 1: Custom Flow Designer Logic (Recommended)

Yes, you can do this using Flow Designer and no need for an order guide unless you're breaking the request into multiple RITMs.

✔️ Pros:

• Clean.

• No major redesign.

• Scales easily.

• Avoids overcomplicating with order guides.

🛠 How To:

1. Trigger: Flow runs on RITM (or Request Item) submission.

2. Condition: If Access Required == ITIL Access

3. Script Step (or Script Action): Loop through selected sys_user_group values in the variable

4. For Each Group:

   • Lookup the manager field in sys_user_group

   • Create a Catalog Task or Approval Record and assign it to the manager

Sample Script Logic (inside a Script Step in Flow Designer or Scripted Action):

var groupList = current.variables.select_servicenow_groups.split(','); // Assuming comma-separated sys_ids
for (var i = 0; i < groupList.length; i++) {
var groupGR = new GlideRecord('sys_user_group');
if (groupGR.get(groupList[i])) {
var manager = groupGR.manager;
if (manager) {
// Create approval for the group manager
var approval = new GlideRecord('sysapproval_approver');
approval.initialize();
approval.approver = manager;
approval.state = 'requested';
approval.sysapproval = current.sys_id; // link to RITM
approval.source_table = 'sc_req_item';
approval.insert();
}
}
}

Note :- Order guide is not ideal here

If my response helped, please hit the 👍Thumb Icon and accept the solution so that it benefits future readers.

Regards,
Pratik

[Community Alums]

Hi @Abdul ,

rst create a catalog item for requesting ServiceNow access, which includes a field to select the access type (ITIL or Application). Based on the selected access type, set up a dynamic variable that will display the appropriate groups. For example, if "ITIL access" is selected, only ITIL groups will be shown. Provide a multi-choice field for users to select multiple groups (e.g., 10 groups).

Next, use an Order Guide to guide the user through the process. When a user selects multiple groups, each group will trigger the creation of a separate Catalog Task. For each of these tasks, set up an approval workflow to route the request to the corresponding group manager. To ensure each task is assigned to the right person, use Approval Rules to dynamically route each task based on the selected group.

In case you prefer more flexibility, you can use a Business Rule to dynamically assign the approval tasks to the respective group managers, ensuring the correct approval flow for each group selected. This solution allows multiple group selections to be efficiently managed and approved by the appropriate managers.