How can an approver request additional information from user?

[Ryan S]

Within ITSM we have service requests that will require an approval. Sometimes that approver needs to get additional information from the user in order to make their decision. How would you handle this?

I noticed in the documentation for the old 'Service Management' module--and confirmed in the sys_choice table--there is an approval state value of "More Information Required." This seems to suggest at one point OOTB functionality to support this use case, but I can find no documentation for it.

[aphelps9374]

Is there an option in the approval workflow to "Request Additional Information" and generate a subflow which allows approvers to select that option (trigger), auto-generate a template message where send to user = requester, with some standard, "Approver needs additional information" text in the subject and body, and the ability to add specific questions on the fly whenever said option is used?

[Ryan S]

There is nothing OOTB for this.

[Abbas_5]

Hello @Ryan S,

In ServiceNow, an approver can request additional information from a user by leveraging variables on the approval form, or by creating a custom field and populating it with comments. They can also add instructions through the To-dos interface or by posting a message to the Additional Information log. 

Here's a more detailed breakdown:

1. Utilizing Variables on the Approval Form:

• Querying for Variables:

  The approver can access variables associated with the request item (RITM) on the approval form. This allows them to review specific details related to the request.
• Displaying Variables:

  By configuring the approval form to show the "Variables" section, approvers can directly see and potentially edit variables related to the request, providing a more holistic view.
• Updating Approve/Reject Buttons:

  The approval form can be further enhanced to include custom buttons that, when clicked, allow the approver to request additional information, potentially updating the RITM or workflow accordingly. 

2. Custom Fields and Approver Comments:

• Create a Custom Field:

  A custom field, such as "Request. Additional comments", can be added to the request table to hold comments from the approver.
• BR to Populate the Field:

  A business rule (BR) can be written to automatically populate this field with the approver's comments when they provide them during the approval process.
• Report on the Field:

  This custom field can then be used in reports to track approver comments and gain insights into approval reasons, according to ServiceNow. 

3. Additional Information Log and To-dos Interface:

• Post a Message:

  Approvers can add notes or comments to the "Additional Information" log on the RITM, which can be viewed by the requester.
• Instructions in To-dos Interface:

  For To-dos approval requests, approvers can modify the short description within the To-dos interface, providing specific instructions or context for the approval. 

4. Manually Requesting Additional Information:

• Approval Widget:

  If the need for additional information arises outside of the standard workflow, a custom button or "More Information Required" button can be added to the approval widget, triggering a process where the requester can respond to the request for additional information.
• Inbound Email Actions:

  This can be achieved through the creation of custom inbound email actions and email notifications, enabling approvers to request information and requesters to respond via email. 

In summary, ServiceNow offers flexible ways for approvers to request additional information. These range from utilizing variables and custom fields to adding notes and modifying instructions within the approval workflow or manually using widgets and email actions. 

If it is helpful, please hit the thumbs up icon and accept the correct solution by referring to this solution in the future; it will be helpful to them.

Thanks & Regards,

Abbas Shaik

[Ryan S]

All interesting approaches. It would be nice to find something OOTB instead of having to custom build this.