Reclamation Candidate - What BR / Script Generates the User Approval in "Awaiting User" Stage

[Joe Macleod]

I need to create a customization in the logic which sends an approval to the end user when the Reclamation Candidate is pushed into "Awaiting User" stage.

I need to modify the logic that when the software is assigned to a "VIP" user it'll skip the Approval and keep the software automatically. We've built the VIP logic and have a flag on the user profile identifying VIP users. 

I am just wondering what BR / Script generates the User approval when a software is listed as "Low Usage" for a Reclamation candidate - Is it possible to skip/auto approve, or even better, instead of going into Awaiting approval stage, for VIP's go directly into the Closed state as they'll always get to keep the Software listed.

[MercBuilding]

Hi @Joe Macleod ,

    Once we click on 'Reclaim' on reclamation candidates the workflow will follow the next steps and if 'Notify user' option is selected on Reclamation rule then it will trigger the notification to User when the stage is moved to 'Awaiting User Approval'. As you have already identified the users as VIP's, i would suggest to close the reclamation candidate record as 'Closed Skipped' and add the justification as User is VIP closing this record for your future reference. Write a BR to close this reclamation record if the user is VIP.

Mark my answer as correct if it helps you.

[Aishwarya J]

Hello @MercBuilding , 
Can you please tell me , what happens to the closed skipped records ? 

do ServiceNow generates new removal candidate records for closed skipped ones or it re-activates them ?

Thank you in Advance.

[MercBuilding]

Hi @Aishwarya J ,

   Ideally it should update the existing record to Active again by populating the details (record will be set to Close Skipped when CI or installed software is deleted from the record). But i haven't come across any such cases, if you have any please share the screenshots we can check that further.

Thanks,

Sravanthi

[Aishwarya J]

Hello @MercBuilding ,

Current Scenario - we have reclamation records that were errored out, 

1. We have take to take actions on those - either closed skipped or closed complete. 
   Which action is appropriate ? and which action will generate a new reclamation candidate?
2. how can we reclaim such records (with errors) ? 

Example of error - "Unexpected error occurred. Check with your System Administrator."

Thank you in Advance. 🙂