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Unable to cpmplete Task 02: Approve requests IT Service Management (ITSM) Fundamentals Simulator (Yo

SyedShireen
Giga Contributor

yesterday

Scenario:

Approvals are defined in the processes in Workflow or Flow Designer. ServiceNow has a standard approval workflow at the request, and for request item levels, we can use any process engine. In this task, the Developer Laptop (Mac) has a different approval process, and there are two approval levels; the first approval is at the request level (anything above $1,000 requires approval); once approved at the request level, another approval will be needed for the requested item level.

Requirement: 

  • As Eric Schroeder, locate the two created requests that need approval at the request level.
  • Open the request for the executive desktop and Adobe Acrobat.
  • Verify the following:
    • State = requested.
    • Opened by = Mandy Mcdonnell.
    • Requested for = Mandy Mcdonnell.
    • Verify the details of the requested items.
  • Approve the request.
  • Open and approve the other request.
  • Verify both service requests created are in the Approved state.

Now that the record has been approved at the request level, we need to approve it at the requested item level.

  • As Matthew Smith, open and verify the request record which consists of one item. 
  • Verify the details of the requested items are displayed by expanding the Description.
  • Approve the request.

    Above was Scenario, everything i'm doing it right only but it's not getting validated. Does anyone have completed it. If so, can you please help me out on this?
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3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

2 hours ago

Hi @SyedShireen 

What error or message are you seeing at the time of validation?
Click on the error link and check what’s missing.

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Dr. Atul G. - Learn N Grow Together
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GlideFather
Tera Patron

an hour ago

Hi @SyedShireen,

 

are you impersonated for Eric Schroeder? Ensure you are and then please navigate to the particular record and share it here with us

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nityabans27
Giga Guru

51m ago

Hi @SyedShireen,

  • You must impersonate the exact approvers (Eric Schroeder for request-level, Matthew Smith for item-level). Approving as admin won’t validate.

  • Approve at the request level first (sc_request) for both requests, then at the requested item level (sc_req_item).

  • Use the real Approve button on the approval record, not by editing state.

  • Verify the item details before approving — the grader checks for this step.

Most failures happen because approvals weren’t done under the correct user or at the right record level.


Please accept it as solution and mark it helpful.

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