Decision tables with "Step based request fulfillment" in Catalog Builder

[Henrik Jutterst]

Background:

We are building up Catalog Items using "Step based request fulfillment" in Catalog Builder. We have now reached a point where we have some custom approvals. For example:

• If company for requesting user is <A> approval should go to  user <1>
• If company for requesting user is <B> approval should go to  user <2> and <3>
• For everything else approval should go to user <4>

I'm looking into "Decision tables" and I've created the logic there - BUT I don't see a way to use my decision table in the "Step based request fulfillment" in Catalog Builder.

Question:

Can this be done?

I haven't found anything in the docs or on the community about this.

What is the approach otherwise for non standard approval if we want to use Catalog Builder with dynamic approvals?

ping: @Lisa Holenstein maybe you have some input to this question?

[Kieran Anson]

If this is something that is condition, similar to "Manager Approval" or "Custom Approval" you could create a new step configuration which uses your decision table.

https://www.servicenow.com/docs/bundle/xanadu-servicenow-platform/page/product/service-catalog-manag...

https://sn-nerd.com/2023/05/10/how-to-create-a-custom-fulfilment-step-type-with-inputs-for-catalog-b...

It does involve:

1. Creating a record producer which catalog builder uses to generate the data
2. Creating a sub-flow to handle interacting with your decision table, and then requesting approval(s) from it
3. Creating a Service Fulfillment Step Configurations

That last step is what allows it to show in the drop-down option in catalog builder.

If you want this to apply globally, you can embed it directly into the "Step based request fulfillment" but that is a bit more global and impacting

[Siddhesh Wani1]

Hello @Henrik Jutterst ,
If you want some custom approval then you need to use the custom flows 
Flow designer is the upgraded version of workflows where you can achieve all of your requirement by creating new flows and then use the same flow in the catalog item. 
In the flow designer you can create custom approval, new process, and also you can create sc_task in the flow. You need little knowledge then you can be master in that. 

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

[Henrik Jutterst]

Hi and thank you for commenting.

I've been using Flow Designer/WorkFlow Studio for a couple of years now and know that is the replacement of Workflow.

I've created a custom Flow that looks in my "decision table" and all is well. But what I'm asking for is if there is a way for me to call my decision table from the OOB Flow with the "Step based request fulfillment" in Catalog Builder.

The way I see it is that I'm still limited to my options in Catalog Builder, where I'm looking for a way to use my "decision table" in some sort of custom approval step: