Workflow approval email

[JDickson]

Hi,

In several of my workflows i have an approval user step that triggers an approval to the assigned person. This can be for changes/incidents/KB articles etc.

What im trying to understand is where is it dictated which email is sent.

This is for a knowledge article to be published, but in the editor there is no script or reference to an email/approval.

If i check the log i can see which notification has been sent to the approver but im not sure where that has been set.

I want to create several different approval emails depending on what they are for, as they would require different information in the email/approval record. Ideally i would then set somewhere depending on the workflow is which email is sent out so i have more control rather than one generic approval request email.

Thanks

John

[amlanpal]

Hi,

This workflow activity does not trigger email.

Either some other activity defined after this activity OR its the notification which is defined on insertion of new record in the Approval (sysapproval_approver) table. So I would encourage you to validate any of the above in your case. OOB there is one notification defined in the system, which you might be looking for. Refer the notification here: 

https://your_instance.service-now.com/sysevent_email_action_list.do?sysparm_query=active%3Dtrue%5Ecollection%3Dsysapproval_approver%5Ename%3DApproval%20Request

Hope this helps. Please mark the answer Correct/Helpful based on the impact.

Regards,

Amlan

[JDickson]

Hi Amlan,

i see that now - just wanted to rule out business rules etc

Im assuming that i can make 4 approval emails, each with its own trigger and fields depending on what its for.?

thanks for the help

[amlanpal · Accepted solution]

Hi,

Yes, you always can modify or create notifications based on the requirements you have. I believe now it is cleared to you what you were looking for.

If I have answered your question, please mark the answer correct. 

Hope this helps. Please mark the answer Correct/Helpful based on the impact.

Regards,

Amlan