Fullfiller submits form to send an email to approver of fulfillers choosing

[Nicholas Hromya]

Hello everyone,

Scenario:

I have been trying to get this to work within a Request (RITM).

Only my Fulfillers (IT SME) can see the catalog item to submit a department wide email that a system is down.

The fulfiller can choose the manager (filtered list) to approve.

The approver wants to see the (RITM) form filled out as it will look before it goes to all departments.

After it is approved an email goes out to everyone in the department.

Issue:

The normal RITM approval process (email script - with approve / reject links) works fine.  We have a given template that shows variables in the approval email.   However, the managers want to see how the formatting of the email will look before they approve it.  How can I filter out different catalog items between our other 38 or so catalog items that are using the existing approval notification?

The current approval notification "When to send" is

Record inserted or updated

State changes to Requested

source table is sc_request OR

source table starts with sc_req OR

source table is request_item

Extend the sc_req_item table?

I hope this makes sense.

If there is a better way (record producer, create my own table/program). I am interested to hear that too. 

Thank in advance.

Nick

[Rutuja Khalate · Accepted solution]

Hi @Nicholas Hromya 

You can create a new notification and mention your required conditions like

"When to send" is

Record inserted or updated

State changes to Requested

source table is sc_request OR

source table starts with sc_req OR

source table is request_item

your_catalog_item is name_of_catalog_item

And exclude your catalog item name from the current notification

"When to send" is

Record inserted or updated

State changes to Requested

source table is sc_request OR

source table starts with sc_req OR

source table is request_item

your_catalog_item is not name_of_catalog_item

[Nicholas Hromya · Accepted solution]

Hello @SanjivMeher

Now that I remember how to do dot walk.  I was able to set Approval for.Task type, but I am not able to find the Approval for.Requested item.  The only thing under Approval for. starting with R is Reassignment counts and Route Reason.  I imagine, I am doing something wrong.  

[Nicholas Hromya · Accepted solution]

I found how to make this work in the PDI, but not in our environment.  😞

[Nicholas Hromya · Accepted solution]

I found how to make this work in the PDI, but not in our environment.  😞

[SanjivMeher · Accepted solution]

You may need to activate this property to see the extended tables fields.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0813116

[Rutuja Khalate · Accepted solution]

Hi @Nicholas Hromya 

You can create a new notification and mention your required conditions like

"When to send" is

Record inserted or updated

State changes to Requested

source table is sc_request OR

source table starts with sc_req OR

source table is request_item

your_catalog_item is name_of_catalog_item

And exclude your catalog item name from the current notification

"When to send" is

Record inserted or updated

State changes to Requested

source table is sc_request OR

source table starts with sc_req OR

source table is request_item

your_catalog_item is not name_of_catalog_item

[Nicholas Hromya]

Hello @Rutuja Khalate 

Thank you for your reply.  I have not been able to set the condition:

your_catalog_item is name_of_catalog_item

Using the dropdowns, I do not see catalog items, (let alone "your_catalog_item").  I tried using the related fields dropdown selection, but these still do not show up in the dropdowns.

I think this is due to the approval notification using the sysapprover_approval table, not the sc_req_item table.  I see how to do this using the sc_req_item table.  Using the sc_req_item table, I am not able to locate the approver, for when to send.

I hope this makes sense.

Nick