Hi,
I maybe not understood your issue, if I didn't feel free to correct me: you said "I want to send a notification to a requester with the reason of the rejection of the approval"
If it's the case, if you're using the "my approvals" list and if you tried to use the tasks for sending the notification, I think that is your little mistake because the information is probably not on the task but on the "my approvals", right?
How to do:
OOB : If you have a sysapproval_approver record (or a sysapproval_group record), you should try to base your notification on this record and not the linked task
Customization : Or, if it's important to have into the task record the reason of the rejection, you could make a script to copy the reason from the sysapproval_approver record (or a sysapproval_group) to the task record
I let you check the https://demo021.service-now.com/sysevent_email_action_list.do?sysparm_query=active%3Dtrue%5Ecollecti... (if you can't access, these notifications)
Best regards,
Hi David,
Thank you for your reply,
If it's the case, if you're using the "my approvals" list and if you tried to use the tasks for sending the notification, I think that is your little mistake because the information is probably not on the task but on the "my approvals", right?
Yes you're right and this where I have a question on, How can I solve this?
I would expect an OOTB solution for this, but apparently there is none.
I did had a look at the notifications and for instance the Approval Rejected goes to the Approver, which is doesn't make sense to my at all by the way....But I would expect to have an option so you can easily manage it to go the the requestor of the Change, request or whatever record.
David's comments added on 20150528 : Warning this is FALSE, the database view can't trigger notifications (check the following answers)
Oh yes of course.
Little technical explanation: The "rejection reason" (if it's a specific field or a comment) is physically on the table sysapproval_approver and the caller_id / requeted_by field is on the incident or change_request/problem table.
So by default, you can't pick up data from one and form the other table, you need a link
A link exist (as we have only 1 "record" for N approvals) but by default this link is between the approval and the "task" table. This link is the field "sysapproval" (with the label approval_for).
So If I want to send this email to the watch list of the task, I can as the "watch_list" field is on task table. example:
The issue for you is you want to use the caller_id or the requested_by field and these ones aren't on the task table.
So you need to make a database view to be able to see both table fields into one single "record"
And now I could make a notification using fields in both tables and/or to send it to the requested_by on the change and to the approver on the approval
And still, the other way to perform the kind of requirement is to copy the reason on the target record (on the change, I would retrieve directly the reason way Ms. Approver rejected my change)
So this feature isn't OOB but it can be performed if needed
Regards,
Hi!
I know this was posted a while ago, but if you remember how to do this and could help me out, that would be great!
I am doing the same sort of thing where I want my rejection email to go straight to the requestor. So the two tables that I think I need to link are the sysapproval_approver (where the approval/rejection is stored) and sc_req_item (where the name of the requestor is stored). I have not messed with any of the field names inside the view tables in the database view, and I don't know if I am supposed to. This is what my database view looks like:
And this is what my rejection notification looks like:
Any help would be greatly appreciated. Thanks!
