override OOB approval email notification

medha_singri
ServiceNow Employee
ServiceNow Employee

I have a requirement to override the OOB email notification for approval inserted event. How could I do this? I cant update the BR that creates these events, the email notification associated with this event, the email template nor the email script. Essentially I cant update anything thats OOB. Is there a way to achieve this?

Also the OOB email notification has an empty weights field, which means even if I added another notification and associate with same event with high weight, both of them are executed because the OOB one is missing weight.

Any help is much appreciated and thank you in advance!

1 REPLY 1

medha_singri
ServiceNow Employee
ServiceNow Employee

I got it working with a bit of hack. I used manual approvals instead of OOTB approval - users. This way I created an approval before the workflow is triggered in not requested state, set workflow to false (not the most elegant, this is to stop from OOTB event called approval.inserted to be processed), moved the approval state to requested, set workflow to true. Then added a custom event to queue to send out the a custom email notification. Hope this helps others!