Question on workflow for a Service Request

[michaelmonocchi]

I am developing a Service Request for mobile email access. After the user fills in some fields and acknowledges that they have read our policy, the request gets sent to their Manager for approval.

It was decided that somewhere on the form, mostly likely where they acknowledge whether they have read the policy (Yes/No), we needed to ask them if they had any questions about the policy. I don't like email links because emails just get lost in someones inbox, so I decided to include a 3rd option on the acknowledge policy select box. Yes, No and I need clarification on the policy.

When they select this option, all the other fields get hidden and a multi-text box appears for them to type in their question. Problem I have now is we need to modify the workflow and insert something before the Manager approval task. Since we are all fairly new at ServiceNow and noobs when it comes to building these workflows, was wondering if anyone can suggest something.

Ideally, it would be something like a task that would go to the director of security and put the Service Request on hold until they responded to the user, or just send a task to the director and end the Service Request completely and have the user submit another SR if they want to after getting their explanation. The problem with putting the SR on hold is, after the user gets their answer, they may change their mind about wanting the access and the SR will just sit in limbo?

[Brad Tilton]

Hi Michael,

You could do this a number of different ways with different workflow activities. I think the most straightforward would be to use a catalog task activity before your approval activity in the workflow and assign it to someone to answer the question. If the user no longer wants the request the person working the task could cancel the item canceling the workflow. There are other more complex things you could do to automate it more with if and waits for activities and workflow variables as well, but a task would be the simplest IMO.

[Brad Tilton]

This is a good place to start when looking for info about workflow activities.

Workflow activities

[michaelmonocchi]

Thanks. How do you cancel a task as the only options I see are close, open, pending etc....I suppose we could include a script in the task to do this but will this cancel or close the Request Item?

[Brad Tilton · Accepted solution]

You could use closed incomplete or closed skipped, or you could just change the label of one of those to closed cancelled. If you wanted your workflow to take a different branch based on that value that would close it out, you'd need to add another condition to the catalog task workflow activity.

https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/administer/using-workflows/task...