How to add approval on incident

Yaseen2 · ‎06-26-2018

Hello,

I'm new to servicenow

How can I add to the incident the caller's manger approval as a first step of approval before proceeding with incident solution, and if that could be done without the need to a create a workflow since I'm trying to keep the standard incident fulfillment process using business rules.

Many thanks

Ashvini Kadus1 · ‎07-19-2018

No with only one business rule you can achieve it.

your state is being requested in the approval table not in the incident. if manager is looking into his my approval his initial state is in requested.

Write After business rule on incident table. (make inactive the previous business rule and try with this one )

for testing: impersonate manager and check his approval that is being applying or not and check the state also

var apprvl= new GlideRecord('sysapproval_approver');
	apprvl.initialize();
	apprvl.approver=current.caller_id.manager;
	apprvl.sysapproval=current.sys_id;
	apprvl.state='requested';
	gs.addInfoMessage('approval success!!');
	apprvl.insert();
	gs.addInfoMessage('approval success!!');

View solution in original post

Kieran Marsh · ‎06-26-2018

Hi Yaseen,

Would you be able to give a bit of context why you would want approval from the callers line manager before resolution?

My initial thinking is that you need 'something' be it hardware of software to fulfil the incident, which should go for request - is this the case?

Thanks

Kieran

Ashvini Kadus1 · ‎06-26-2018

Hi Yaseen,

Yes, it is possible to add approval on incident from through after business rule without using workflow.

attaching one demo for you. try this out

Please Hit like, Helpful or Correct depending on the impact of the response

Regards,

Ashvini Kadus

www.dxsherpa.com

Yaseen2 · ‎06-26-2018

Hello Ashvini,

Thanks a lot for your response, please note I've entered the code exactly as you send me, how can I man sure it's worked correctly

Many thanks

Yaseen

Yaseen2 · ‎07-19-2018

Hello Ashvini,

Please see my earlier post what am I missing in the business rules code

Please I need help