In change management should you be able to rollback a rejected approval?

[Davina]

If an approval is rejected within change management should you then be able to roll it back so that it resets tasks/approvals?

Is this best practice & considered alignment to the ITIL framework?

I know that yes it can be implemented, as with everything in ServiceNow you can basically build what you want, but would this such process be considered best practice?

[marcguy]

In the implentations I've seen recently, where there could be a lot of approval groups, we've implemented this 'retraction' facility whereby if you reject an approval, you have the chance to retract it and re-approve it if after discussion with the change manager or requestor or whomever they've cleared up any issues and you are satisfied it can go ahead.

So yes I would say it's quite a good idea as long as it's not abused and is subject to the usual audit controls etc.

[Davina]

So is that as the approver, you can reject but then retract that rejection?

Really, what i would like to understand, is from a best practice perspective if a change is rejected can it loop back again on the same change request and resubmit approvals?

[marcguy]

yes, so if I'm an approver for instance, I can decide after a quick discussion with the change owner, that ok you can go ahead with the change and rather than have to re-request the whole change approval again from every group, you can retract your rejection and approve.

[Davina]

Ok... not exactly what i was asking but also interesting...

How do you allow the user to go back to the approval and change the response? What access does the approver have?

How does this work from a workflow perspective or is this manual?

Thanks for the response