how do add approve button on incident table

[test228]

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.

[kaushal_snow]

@test228 ,

Adding Approve and Reject buttons to the incident table is not a recommended approach, because incidents are meant to be resolved, not approved........instead, the standard ITIL / ServiceNow best practice model is to use request fulfillment (or a catalog item) when approval is needed, rather than embedding an approval workflow into Incident.

But, if you really need to build this, you could:

> Create UI Actions (Approve / Reject) on Incident, conditioned on state = Pending Manager Approval

> Use server side script in those UI Actions to update the incident status and record the manager comment / rejection reason

> Trigger a notification to the requester once the manager approves or rejects via event...

But, from a process / governance standpoint..........it’s not standard or recommended.

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.