Using 'Change Success Score' as part of 'Change Approval Policy'

[shashanktonpeka]

In this article we will outline steps on how you can use Change Success Score to auto approve change

•  Create a 'Change Approval Policy' with a Policy Input of type 'String' that will capture the success score of assignment group. In our case this is 'u_group_css'

• As part of Decisions, create a new decision to check the value of 'u_group_css' against allowed number and associate the approval definition

• Once you have the change approval policy defined, its time to add 'Change Approval Policy' activity as part of your workflow. You should see this activity as part of 'Core' under 'Change Policy'

• Drag and drop the activity in your workflow, open up the activity an under 'Policy Inputs' define the following code:

Code Details:

• metric_instance - table contains all the success score associated with groups and is calculated on a daily basis
• In encoded query 
• Definition = 'sys_id' of change success score definition
• sys_created_on = 'yesterday' as we need the most recent score
• id = 'group sys_id' - change assignment group ie. current.assignment_group

With this you are all set to use Change Success Score as part of your approval policy.

[Jan Spurlin]

Thank you!  I have just added this to my notes when I teach ITSM Implementations!

[anjiadmin]

@Jan Spurlin 

Do you have any stuff about change success score ?

Regards,

Anjaneyulu

[Jan Spurlin]

I'm not sure what you want. The change success score is described in detail in Product docs.  I also just went to the Success Center and searched and found a bunch of articles.  

www.servicenow.com/success

That link will take you to the Sucess Center. The search on this site does a cross-site search (searches product docs, community, the success center, the developer site and a few others) - this is a great place to go to see info located in multiple places. I would start there and see if you can't find your answer.

Jan

[anjiadmin]

@Jan Spurlin  Thanks Jan 🙂

[Jaime9]

Have a similar use case on needing approvals sending out based on the Change Success Score except taking it a step further.  The customer needs specific users to do approvals based off of the Success Score: Managers, VP and/or C-Suite.  The dependencies on what determines who needs to do the approvals are:

1) The Change Success Score

2)  The group who owns the change