Add custom rule in ask for approval action

[Peter Xiang]

Hi,

I have added a custom state "Return to previous approver" in apprvoal table. In OOTB action, it only have approval and reject options. How can I handle this action in ask for approval action? 

[Peter Xiang]

Hi @Community Alums ,

Below table are my use case, so OOTB can't meet my requirement.

Action	Flow
Approval	Go to next flow
Reject	Close case
Return to previous approver	Go back to previous flow

[Community Alums]

Hi @Peter Xiang ,

As Ankur suggested stick to the OOB functionality, this will create a lot of technical debt and issues if ServiceNow changes any functionality in future.

However, you can propose that when someone reject instead of closing case, go back to previous flow (only few attempts).

[Ankur Bawiskar]

@Peter Xiang 

not possible.

Please adhere to the out-of-the-box (OOTB) process to minimize technical debt and ensure maintainability.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Peter Xiang]

Hi @Ankur Bawiskar ,

Here is my requirement, do you have any ideal handle this situation?

Action	Flow
Approval	Go to next flow
Reject	Close case
Return to previous approver	Go back to previous flow

[Ankur Bawiskar]

@Peter Xiang 

Why not do this?

1) add a custom field on Approval Record of type checkbox and let the Approver select this checkbox "Return to previous approver?"

2) your flow will wait for 3 things Either Approved, Rejected or This checkbox

when it's approved -> it proceeds

when it's rejected -> case closed

when checkbox is checked -> you trigger approval again for the previous Approver

If my response helped please mark it correct and close the thread so that it benefits future readers.