Service Catalog - Request Approval vs Requested Item Approval

[thisismichaelb]

Still jumping into Service Catalog.   Not sure I understand the difference between the Request Approval and a Requested Item Approval.

Is the Request record/workflow where you will always capture the approval?   Or can you also capture the approval in the Requested Item record/workflow?

Also, every single Request record appears to go through the same "Service Catalog Request" workflow.   Since a Request record doesn't really have any defining characteristics (ie config item/request item/etc) - what condition would you build to trigger a different Request workflow?   Or you just build one "master" Service Catalog Request workflow?

The wiki is no help (where does it even define requests and what they are?) and I'm not sure this question was asked here yet.

[todd_verrastro]

Hi,

I agree, the email that is generated for the REQ approval is extremely confusing for the user when we are in fact doing the approval at the RITM level. What are the ramifications of turning off the Service Catalog Request workflow? It doesn't look like any of my items are using the workflow. Or is there a way to turn off the email notification that says the REQ is approved?

Thanks,

Todd

[aliciamiller]

Hello Fernando,

Can you elaborate on how you were able to support multiple items being added
to a single cart (Request) for different people?   and subsequent approvals.   We are in the process of
implementation and transitioning our catalog from another system - this
has been an issue which I've solved by disabling the add to cart
option so Request/Item is 1 to 1 unless we are using an order guide. Would love
to hear if there are other options. thx.

[Makosko]

Alicia,

we went live with our Service Catalog on Monday this week and we did the following:

1. Scrap the Request Level workflow   and make each Request pre-approved

2. Put all approvals on the RITM level including that from a line manager, which allows them to reject/approve items individually )

3. Each Catalog Item has a variable called "requested_for" whose values get stored into the Requested For field on the RITM table through an on-before business rule. ( if a variable exists then -> current.requested_for = current.variable_pool.requested_for)

There are many pros and cons of doing it this way. One argument that pops up all the time is about being able to reject items individually rather than the whole request. Imagine having 20 items in one order and my line manager did not want me to have only one item.. ? doing that from scratch all over again would be a nightmare, especially for busy end users..

Any questions, just let me know...

Cheers

[acoop]

Hello Marcos Takac,

I am a new administrator to ServiceNow to a system already in place and we are interested in changing to what you stated you put in place for your service catalog.   We currently have a workflow that runs at the request level for approval and want to remove the approval all together or automatically approve certain requests.   Will you provide some of the details on what process you used for the pre-approved process and what type of on-before business rule you used.

Thanks for any assistance you can provide.

April Cooper

[randrews]

April... we do the auto approving inside of the workflow itself... so for example if the requested for is a VIP <vip on the user record is true>

we put an if statement in the workflow.. and if the vip is true just route it to the mark as approved   step of the workflow.

same if the opened by is the approver ... <so if it requires managers approval and the manager opened the record   it is auto approved>