Workflow Approval Override

angiejones · ‎10-31-2017

I have created a workflow with multiple approval-user activities. I have been asked to give a group of people the ability to override the approval in case those individuals are not available within a timely manner. I've added the manual approval but you have to add the individual/group before the activity is executed so that won't work. I can add them automatically to the approval-user list but they will get an email notification which they do not want. I tried changing the current approver to the new approver but the system treats the change outside of the workflow so the workflow doesn't continue nor recognize that it needs to go to the next step.

Any suggestions on how to add another user to a workflow so they can approve and force the workflow to continue?

Thanks!

HugoFirst · ‎10-31-2017

Forgive me for over thinking this. But you only need one approval widget.

Just add both groups to the approval widget and set "Wait for" to "An approval from any group".

That should make it less complex than my previous advice.

Here's a link to a page about group approvals. You should find it helpful.

https://docs.servicenow.com/bundle/jakarta-servicenow-platform/page/administer/workflow-activities/r...

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HugoFirst · ‎10-31-2017

A quick thought for you.

Start with the regular approval widget for the "regular approvers". In parallel to this, place a "wait for" widget to wait the length of time that the group has to act.

Then follow these up with a join and take the "Incomplete" exit to an if widget. This will fire in either of two events, the group approves, or the timer expires.

The flow will go to an "IF" widget which will check the approval status. If the approval status is NOT approved, transfer control to a second approval widget with the "back up" approvers. If not, continue to the first step of the process.

Of course, any rejection by either approval widget should cancel the request.

angiejones · ‎10-31-2017

Steve, thank you for the quick response. I'll definitely try this route. However, what if there is not a set length of time? They just want to go in, on a whim so to speak, and approve it in place of another approver. Is this still a possibility?

HugoFirst · ‎10-31-2017

So let me see if I understand your use case.

You have 2 groups of people who can approve your request.

One group, ( group-a ) are normal approvers and will get the email notices to approve and most probably will approve most requests.

The second group ( group-b ) are the "executive approvers". They do not want a email, but they do want the ability to approve any of the requests. Furthermore, they should not have to wait any period of time, but may supercede group-a's approval at any time. This is probably for the situation where an emerigency request is being made and the staff in group-a are not in the office. Am I close?

angiejones · ‎10-31-2017

Yes, that is correct.