Custom COE-Approvals are not triggering

[deebikaselv]

To manage all background check procedures for new hires, I have made a custom COE with the name "Background Check." This COE will oversee document collection, internal approvals, and escalation in the event that verification is unsuccessful.

I has created a topic service, topic details, HR service, and i set a fulfillment type as service activity

i created a approvals under service activities tab

Facing this issue:

After creation of a case, approvals are not triggering.

Then I had another question: is there a flow designer or business rule for the approval flow of service activities for the current COE?

[Subramanyam V]

Yes, for existing COEs, there are approval flows for existing COEs.

To Implement/Modify Approval Flow

Using Flow Designer:

• Create or edit a flow for your Service Activity.
• Add a "Ask for Approval" action.
• Configure the approver(s), conditions, and post-approval actions.

Using Business Rule:

• Create a Business Rule on the Service Activity table.
• In the script, trigger an approval request (e.g., by creating a record in the sysapproval_approver table.

Flow Designer is the preferred tool for approval flows in ServiceNow COE Service Activities.

If my response addressed your question, please consider marking it as helpful or correct. Thank you!

Regards

Subbu