Service Request

[Ajith A Pillai]

Hi All,

I have a requirement that I have created an order guide with two requests, when the order guide is created and the request will go to two groups for fulfillment after several levels of approval, after validate the request they will close the both request. And there is one field called access end date (date field) while raising the request user has to fill it. Once the user has filled this , based on this field i need to renew the request.

For renewing this request it needs to go for users manager approval. After validating the request, manager will decide need to renew or reject the request. 

How can we achieve this?

[Rick Halder]

@Ajith A Pillai Hello

To achieve this, you can follow the steps below:

1. Create an Order Guide:
- Navigate to Service Catalog > Catalog Definitions > Order Guides.
- Click New to create a new order guide.
- Fill in the necessary fields and add the two requests to the order guide.

2. Set up Approval Workflow:
- Navigate to Workflow > Workflow Editor.
- Create a new workflow for the order guide.
- Add several levels of approval activities in the workflow.
- Assign the groups for fulfillment in the approval activities.

3. Add 'Access End Date' Field:
- Navigate to the form design of the request.
- Add a new date field named 'Access End Date'.

4. Create a Scheduled Job:
- Navigate to System Definition > Scheduled Jobs.
- Create a new scheduled job that runs daily.
- In the script of the scheduled job, add code to check if the 'Access End Date' of any request is today. If it is, renew the request.

5. Set up Renewal Workflow:
- Navigate to Workflow > Workflow Editor.
- Create a new workflow for the renewal of the request.
- Add an approval activity in the workflow.
- Assign the user's manager for approval in the approval activity.

6. Update the Scheduled Job:
- In the script of the scheduled job, add code to start the renewal workflow for the request if the 'Access End Date' of the request is today.

7. Manager Approval:
- When the renewal request is sent to the manager, they can approve or reject the request in the approval activity.

Please note that this is a high-level overview of the process. The actual implementation may require additional steps or adjustments based on your specific ServiceNow setup and requirements.