Workflow Request Approval - Return to Requestor

[russell_gabriel]

I have a basic workflow configured for Account Requests. The requestor submits a request through Service Catalog for a New Account. The request enters the workflow and is routed to the Service Desk for Validation as an Approval Activity. Presently, if the request is not properly filled out the request is Rejected by the Service Desk, at which point the workflow sends a notification and ends.

Instead of ending the workflow, I would like to route the request back to the requestor with notes from the Service Desk as to what needs to be corrected. Upon correction, the request would then be resubmitted and route back to the Service Desk for Validation/Approval. I would like to do all of this with the initial request, instead of having the requestor submit an entirely new request.

Anyone know how I would be able to create a workflow to do this? I have attached a .jpg of the present workflow.

[russell_gabriel]

I figured out how accomplish this. Here is how I did it:

Within a workflow that requires a validation step, such as an Account Request, it may be necessary to route the request back to the initial requestor to provide additional or correct existing information. These are the actions that need to be taken to create a "loop" in the workflow.
1. Add a Catalog Task in the workflow for the additional or correction task
a. Assign to "Requestor For" user with Advanced Script:
i. task.assigned_to = current.request.requested_for;
2. Change the Assigned_to Dictionary Item to allow anyone to have a task assignment or specify a particular role(s):
a. System Dictionary > Task Table: assigned_to > Reference qual field: type=null
b. System Dictionary > Task Table: assigned_to > Reference qual field: roles=itil^ORroles=[SomeNewRole]
i. ^ = AND condition
ii. ^OR = OR condition
3. Add "My Work" content to the ESS Homepage/ESS Portal Page or the user role defined in previous step.

[shane_davis]

Rusty/Anyone,

Do you know how I could accomplish the same thing for a Change Request? Below is what I am wanting to do and what I have done so far including screenshots.

The Change Request enters the workflow and is routed to the assignment_group.manager for approval. I added a condition to the Approval - User item in the workflow called "More Information Required" but when this is chosen by the assignment_group.manager, it only changes the Approval State and does not progress the workflow.

I want it to send the email shown in the workflow and go back to the beginning so the u_submitted_by person can update the Change Request as needed. In addition, I want approval on the form to change to More Information Required whose value is "more."