question Re: How can I display only current approvers on ticket page of Service Portal? in ServiceNow AI Platform forum

How can I display only current approvers on ticket page of Service Portal?

Kou1 — Mon, 22 Aug 2022 03:35:13 GMT

Hi everyone!

I was referring to this post to try to get the approvers to show up on the Service Portal ticket page.
https://community.servicenow.com/community?id=community_question&sys_id=5ff9520bdb518d10019ac2230596198a

I was able to display the approvers.
However, if, for example, approval record B is created after approval record A is approved, the approvers for the previous record are still displayed and the approvers for the next record are added to the list.

In this case, when approval record B is created, we want only that approver to be displayed.

I have added code to the business rule to initialize the field for display to solve this problem, but it does not work.

How can I achieve my requirements?

Table Name: sysapproval_approver
When: After Insert

(function executeRule(current, previous /*null when async*/ ) {

    var gr = new GlideRecord('sc_req_item');
    gr.addQuery('sys_id', current.sysapproval);
    gr.query();

	// Show current approvers on glide_list field "u_current_approvers"
    if (gr.u_current_approvers == '') {
        if (gr.next()) {
            gr.u_current_approvers += ',' + current.approver.toString();
        }

	// Initialize if there is a value in glide_list field "u_current_approvers"
    } else {
        gr.u_current_approvers = '';

        if (gr.next()) {
            gr.u_current_approvers += ',' + current.approver.toString();
        }

    }

    gr.update();

})(current, previous);

Best Regards,
Kou

Re: How can I display only current approvers on ticket page of Service Portal?

Mark Manders — Mon, 22 Aug 2022 05:51:06 GMT

I think you should add a condition to the BR to only run on approvals that are 'requested', so you only pick up the actual approvals that are still open and start your BR with clearing the u_current_approvers field, so if there are already users in the array, you remove them.

If my answer helped you in any way, please then mark it as helpful. If it resolved the issue, please mark it as correct.

Mark

Re: How can I display only current approvers on ticket page of Service Portal?

Kou1 — Mon, 22 Aug 2022 08:14:59 GMT

Hi @Mark Manders

I added a conditional expression to pick up only those Approval records that are 'requested', but no improvement was seen.

(function executeRule(current, previous /*null when async*/ ) {

    var gr = new GlideRecord('sc_req_item');
    gr.addQuery('sys_id', current.sysapproval);
    gr.query();

	// Only pick up the actual approvals
    if (current.state == 'requested') {
        gr.u_current_approvers == '';

        // Show current approvers on glide_list field "u_current_approvers"
        if (gr.u_current_approvers == '') {
            if (gr.next()) {
                gr.u_current_approvers += ',' + current.approver.toString();
            }
        }

    // Initialize if there is a value in glide_list field "u_current_approvers"
    } else {
        gr.u_current_approvers = '';

        if (gr.next()) {
            gr.u_current_approvers += ',' + current.approver.toString();
        }
    }
    gr.update();

})(current, previous);

Re: How can I display only current approvers on ticket page of Service Portal?

Mark Manders — Mon, 22 Aug 2022 09:02:08 GMT

Can you turn the logic around and create this BR on the sc_req_item table?

(function executeRule(current, previous /*null when async*/ ) {

	current.u_current_approvers = '';
	
    var appr = new GlideRecord('sysapproval_approver');
	appr.addQuery('sysapproval',current.getUniqueValue());
	appr.addQuery('state','requested')
    appr.query();
	while(appr.next()){
		current.u_current_approvers += appr.approver.toString() + ', ';
		current.update();
	}

})(current, previous);

Re: How can I display only current approvers on ticket page of Service Portal?

Mark Manders — Tue, 23 Aug 2022 05:30:11 GMT

Is your issue resolved? If so, please close the question and if any answer helped or was correct, mark it as such, since that will help others when looking for the same. If your issue isn’t resolved, please let us know what in the provided answers didn’t work and what you still need assistance with.

Mark

Re: How can I display only current approvers on ticket page of Service Portal?

Kou1 — Tue, 23 Aug 2022 07:05:32 GMT

Hi @Mark Manders

I just tried your code and the current approver display works fine!

However, another problem was uncovered.
After approving a request, a user with "No Longer Required" status is displayed.
I have updated the code as follows, but it does not work.

(function executeRule(current, previous /*null when async*/ ) {

    current.u_current_approvers = '';

    var appr = new GlideRecord('sysapproval_approver');
    appr.addQuery('sysapproval', current.getUniqueValue());
    appr.addQuery('state', 'requested');
    appr.query();

    while (appr.next()) {
        current.u_current_approvers += ',' + appr.approver.toString();
        current.update();
    }

    if (appr.state == 'approved' || appr.state == 'cancelled' || appr.state == 'not_required') {
        current.u_current_approvers = '';
        current.update();
    }

})(current, previous);

Re: How can I display only current approvers on ticket page of Service Portal?

Mark Manders — Tue, 23 Aug 2022 08:48:00 GMT

That's strange because you are querying only 'requested' approvals. You should not get any 'no longer required' there, because that's also a state on the approval record. What is the trigger on your BR? Can you make make it 'approval = requested' it it's not already?

Re: How can I display only current approvers on ticket page of Service Portal?

Kou1 — Tue, 23 Aug 2022 09:27:04 GMT

I agree, but it leaves the approver uncleared, as in the screenshot.

My BR trigger is set up this way.

Re: How can I display only current approvers on ticket page of Service Portal?

Mark Manders — Wed, 24 Aug 2022 05:33:49 GMT

The BR now runs after you update the RITM. Can you make it on display? Because if you have a flow creating a first and second approval, your RITM isn't going to update. It stays on awaiting approval.

Re: How can I display only current approvers on ticket page of Service Portal?

Kou1 — Thu, 25 Aug 2022 02:44:04 GMT

You are right!
My requirement was achieved by making the BR trigger asynchronous or before the update.

Thank you for your kindness and patience!

Re: How can I display only current approvers on ticket page of Service Portal?

Mark Manders — Thu, 25 Aug 2022 05:31:29 GMT

No problem. Glad it worked!