How can I update the Approver, if conditions Change on RITM

[Mark Lanning]

We have a simple Request Form

By selecting a Support Group - Approval is sent to the Group Manager.

What we would like to do is on the RITM Level, if the Support Group was selected incorrectly, we would like to be able to change it, and have the Approval reprocess to have the correct Approval sent to updated support group.

[Sujatha V M]

@Mark Lanning  If your instance is in Washington version, you have the ability to use "Go Back to Flow Logic" with Wait for Condition (on change of this variable) to the "Ask for Approval" activity by passing the variable (Support Group) for approval/rejection. 

https://docs.servicenow.com/bundle/washingtondc-build-workflows/page/administer/flow-designer/refere...

Note: Make sure you a add a step to cancel the existing approval records if Go Back to Flow logic is used. 

Additionally as per the best practice, when approvals are triggered, notifications will also be triggered. So any change post submission of the form is not advisable or it would cause confusion when they try to access the record from notification. 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[Mark Lanning]

Hello Sujatha,

We are currently in Vancouver, And this request is per Flow, so we are using Workflow, but I should be able to watch if a Variable is Changed, to then run the Go Back.

Thanks you again to let me know it is possible to do this.

Mark

[Sujatha V M]

Yes it’s achievable using workflow by monitoring the change in variable but suggested you the low code methodology which is available.

Glad to help you!!!

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.