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how do add approve button on incident table

test228
Tera Contributor

3 weeks ago

The goal is to add "Approve" and "Reject" buttons to an INC (Incident) request system for managers.
  • The buttons should be visible only when an INC is in the "Pending Manager Approval" status.
  • They must be accessible from the manager's dashboard or notification interface.
  • Clicking "Approve" should update the INC status to "Approved by Manager" and notify the requestor.
  • Clicking "Reject" should prompt for a mandatory comment and update the INC status.
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5 REPLIES 5

GlideFather
Tera Patron

3 weeks ago - last edited 3 weeks ago

Hi @test228,

 

can you please explain your motivation?

 

Incident means that something is broken and serves to bring back the full quality of service/product. Following the ITIL guidelines, there's nothing like an incident approval to approve or reject. That would be a request and it already exists, thus it makes no sense to build approval mechanism for incidents.

 

Instead use the existing request fulfilment...

 

If somebody raises an incident and you find out it's not an incident, then you Resolve > Close it.

 

EDIT: highlighted in orange.

_____
This reply is 100 % GlideFather and 0 % AI

AndersBGS
Tera Patron
Tera Patron

2 weeks ago

Hi @test228 ,

 

Why? Incident is something that was working yesterday but not today. There shouldn't be a pending manager approval on incident.

 

If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

0 Helpfuls

Deepak Shaerma
Kilo Sage
Kilo Sage

Saturday

Hi @test228 

 

it's Not Standard Practice Standard ServiceNow Practice

 

Incidents are meant to be restored (resolved), not approved. An approval step significantly slows down the resolution process. Also introducing a mandatory approval step after a request has been made usually belongs to the Request Fulfillment process. 

 

Using the incident table for approval workflows blurs the line between Incident Management and Request Management. 

 

Happy to help! If this resolved your issue, kindly mark it as the correct answer ✅ and Helpful and close the thread 🔒 so others can benefit too.

Warm Regards,

Deepak Sharma

Community Rising Star 2025

0 Helpfuls

Uncle Rob
Kilo Patron

Sunday

I want to be 1000% clear that this seems a perversion of what the incident management process is supposed to entail.

But as for mechanics, you can look to Demand Management for many examples of how to govern state via UI Actions.  You basically need to ask yourself if you want client side verification or not.  Here's an example of a UI action that verifies with the user if they're sure, and then runs a server side script.  It doesn't cover your precise example, but it shows the fundamentals.

https://www.youtube.com/watch?v=ztews1Vltoo

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