Hi @Kaustubh k ,

To achieve a scalable, maintainable multi-level approval process for your custom table with dynamic approvers that are not stored in ServiceNow, you should implement a solution that allows dynamic approver assignment via logic instead of hardcoding users per request type.​

Recommended Approach

1. Dynamic Approver Assignment

• Catalog Variable Selection: When users select a department/unit in your catalog item, capture that choice using variables like "Department" and "Unit".​

• Lookups or API Integration: Since department head and unit head approvers are not stored in ServiceNow, use one of these options to retrieve approver details:

  • External API Call: After form submission, trigger an integration (REST API call) to fetch the approver names/emails for Department Head and Unit Head based on the catalog selection.​

  • Mapping Table: Create an internal mapping or configuration table in ServiceNow that associates department/unit values with head names/emails; populate this table as needed for future scalability.​

2. Multi-level Approval Workflow

• Use Flow Designer or Workflow to build a sequential approval flow:

  • Level 1 Approval: Set "Approver 1" based on the department head returned by your lookup/script/api call.

  • Level 2 Approval: Set "Approver 2" based on the unit head.

  • If the request type should use hardcoded users, populate fields accordingly; for dynamic cases, use the catalog variable logic above.​

3. Generic Approval Management

• Make the workflow generic so it checks your configuration per request type and chooses:

  • Hardcoded assignees for static types.

  • Dynamic approvers for types needing department/unit heads.

• Use script logic, Script Includes, or action steps in Flow Designer to set the Requested for Approval users dynamically for each level.

Best Practices

• Do not hardcode users in flows—use dynamic lookup whenever possible for maintainability and delegation flexibility.​

• Store mappings and lookups in an easily editable table, or call an external authoritative service for user information if not managed in ServiceNow.​

• The workflow and flow logic should allow future expansion to more approval levels or new request types without extensive rework.​

• Document the approval configuration for admin reference and onboarding.

This approach will let you flexibly handle static (hardcoded), mapped, and dynamic approvers for each approval level, driven by request type and catalog item selection, scaling as new departments and units are added.

You may find below thread helpful:

• https://www.servicenow.com/community/in-other-news/handling-dynamic-approvals/ba-p/2283483

• https://www.servicenow.com/community/itsm-forum/how-to-dynamically-assign-approvers-in-flow-designer...

• https://www.servicenow.com/community/developer-forum/adding-dynamic-approvers-to-requested-item-usin...

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Mohammed Mustaq Shaik - ServiceNow Consultant - Lets connect on Linkedin:https://www.linkedin.com/in/shaik-mohammed-mustaq-43ab63238/