HRM Todos Summary - Show RITM variables for SCTASK approval.

[Christopher_R]

Hi all,

We are currently configuring employee center and are looking at the 'HRM Todos Summary' widget on the 'hrm_todos_page' page. 

I am trying to find a way to show RITM variables against an SCTASK that is awaiting approval. Under the To-dos configuration > task configuration > tab configurations, I have a tab that is using the variable editor (read only) type but this pulls the variables from the SCTASK (as expected). I have attempted to update the table to sc_req_item but this does not work. 

Has anyone found a way to pull the variables from attached RITM through this config? Trying to keep this OOTB rather than build a custom widget if possible (unless someone has also managed to do it this way).

Thanks. 

[Dan O Connor · Accepted solution]

@Christopher_R I am not sure I am following you here.

SCTASK is the Task action that is received and managed by agents/fulfillers. The variables and requirements for the task action is configured in the main platform UI. SCTASK shouldn't really be a consideration for Employee Center, as the Task should be actioned in UI16 or Workspaces. 

RITM is generally where you configure your approval. So details for approvals show to folks who need to approve or reject. 

If you have stage flows and stuff setup correctly for the Request, it will show at the stage of Awaiting Approval for the Requestor when they go into Employee Center to see the status. 

Hope that makes sense 🙂 

[Christopher_R]

Hi @Dan O Connor 

Thanks for your response 🙂

Without going in to too much detail, it's probably an historic process that we have in place. The request type (platform access and combined group access) and its generated RITM will hold the main approval for the overall request but then we then generate multiple SCTASKs with attached approval records (for each requested group - with the group manager to approve/reject). This allows us to have the main request approved but each group request can be approved/rejected without affecting the overall request. 

That being said, you have sparked a thought relating to the variables being visible on the SCTASK created through the flow. Previously, we did not pull in any variables for this specific request type. I have since pulled them in and they appear as expected through the 'HRM Todos Summary' widget, giving us exactly what we require.

Thanks again!

[Dan O Connor]

@Christopher_R Glad to hear 🙂

Feel free to mark my response as the solution.

I would say though at some point have a think about having the approvals at the SCTASK level. Typically when a TASK is generated it should be indication for the agent to go and do the task. Having to wait for approval or check approvals defies the point of the TASK. It's typically a call to action. 

Maybe have a look at Flow Designer, where based on the details coming in the Request, you can manage the approvals, or multiple approvals, still at the RITM level.

If I was doing this (and I've done many) I typically build it in Flow Designer where based on the type of access I'd use IF conditions to generate the approval request, and if approved then create the task so the team can go and action. 

As opposed to generating the TASK and then requesting an approval on that task.