Triggering RITM workflows

[josh_tessaro]

We are not interested in doing any request (sc_request) level approvals at this time as everything will be approved at the Item (sc_req_item) level. We are starting to impliment workflows for some of our more complex items and are finding that the RITM workflow will not kick off until an approver/approval has been associated with the parrent request and marked approved. Simply changing the approval and state of the parent request does not seem to trigger the workflow of the child RITM.

I tried to find business rules/workflows that are making additional changes to either the parent Request or the child RITM when the Request approval is set but I could nt find anything. For context we are working toward implimenting a two step order guide (1. network account, 2. access items) using http://www.servicenowguru.com/system-definition/order-request-items-order-guide/

Can anyone shed some light on what we should be doing at the request level to trigger the child RITM workflows on Request submission?

[josh_tessaro]

Got it, thanks for the help.

[randrews]

when you open the request does it have a show workflow form link?! if so click it and grab the name of the workflow.... that is the one running on the sc_request table...

if you don't want any approvals at the request level.. just change this workflow to go from start to mark approved to end.

[josh_tessaro]

Doug, that link is not present on request but is on requested items. I just got off the phone with support and they have verified that there are missing workflows that did not get added during the upgrade.

[randrews]

that explains why it isn't working correctly.. .when they load the workflows you will probably need to edit the one on the sc_request table...   as others mentioned by default it sends an approval if the value is above a certain level something you have said you don't want happening at the request level...

_____________________________

I would caution you to giving serious consideration to moving the generic managers approval up to the request level so that order guides don't become a pain for the users...

lets look at a new hire order guide.... you will probably need to order a pc, a desk phone, a cell phone, a printer, maybe a corporate credit card and business cards, and software <probably more but this is a good start>

if the approval is ONLY done at the item level then the manager has to approve EACH of these items individually and grows frustrated with why they need six approvals to hire one person...

if OTOH you put the managers approval at the request level.. they have ONE approval for the package.. and any item that requires a separate approval <say the CC needs special approval> can have that in it's workflow.

[josh_tessaro]

Doug,

This is a really cool idea that we had not considred (Initial manager Req approval). Our only concern with this is items that do not require any approval (because managers generally own thier own budget in our organization there are items where if the manager is the requester no approval is required).

Do you have any thoughts on how the above would work with your suggestion?