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.  😞

[SanjivMeher]

You can create another notification. Make sure to set the weight of the email to 100, which will make sure the system ignores the email generated by the OOB notification. If you want to know more about weight in notifications -> https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0829694

Also in the condition, add appropriate condition to trigger the approval notification only for the catalog you want the email sent for, so that other catalogs are not impacted.

[Nicholas Hromya]

Hello @SanjivMeher

Thank you for the reply.

I do not see how to set the drop down in the When to Send - "Approval for.Task type".  This does not show up in dropdowns and does not show up after I select "Show Related Fields".

Thank you

Nick

[Nicholas Hromya]

Apparently, I forgot how to dot walk...

[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.