Inquiry on Flow Designer: Create an approval reminder for range of time

[Dao Anh Tu]

Is it possible in ServiceNow to create a subflow that performs the following?

• Sends approval reminders with a maximum waiting period of 21 days for outstanding approvals

• Automatically cancels the Service Request (SR) if the approval is not completed within that time

• Adds a user-visible note explaining why the SR was closed

• Allows this logic to be modularized and reused across multiple Service Request flows

I struggled to find a clear answer to this. I would appreciate it if anyone could provide a solution to this matter, and I will mark it as the ACCEPTED SOLUTION. Many thanks!

[VaishnaviK16371]

Hi @Dao Anh Tu !!

 Use a Subflow + Flow Designer Timed Logic

1)Create a Subflow

Create a Subflow (Global scope recommended) with inputs:

• Service Request (SR) record

• Approval record(s) (optional but useful)

• Reminder interval (e.g., every 7 days)

• Max wait time (21 days)

This makes it modular and reusable.

2) Wait for Approval OR Timeout

Inside the Subflow:

• Use “Wait for Condition”

  • Condition: Approval state = Approved or Rejected

  • Timeout: 21 days

This step naturally handles the maximum waiting period.

 

3)Send Approval Reminders

While waiting:

• Use “Send Notification” or “Send Email”

• Trigger reminders:

  • Day 7

  • Day 14

  • (Optional) Day 20

This can be done by:

• Parallel paths with Wait X days

• OR looping logic with a counter

4)If Approval Times Out → Cancel SR

After the wait:

• Add a condition:

  • If approval is still Pending

Then:

• Update SR state to Canceled / Closed Incomplete

• Set Close notes / Work notes with a user-visible message:

5) If Approved → Continue

If approval completes within 21 days:

• Exit the Subflow

• Allow the parent flow to continue processing

Mark this as Helpful if it clarifies the issue.
Accept the solution if this answers your question.

Regards,
Vaishnavi
Associate Technical Consultant

[Dao Anh Tu]

Hi @VaishnaviK16371 
Thanks for the solution you provided. Unfortunately, it pauses at the Ask for Approval step when I configure it by adding an action in the main flow. This means we have to respond to the approval first, and it cannot execute the logic inside the subflow (logic 2 and 3). Also, the Ask for Approval step does not have any data pill that can be passed into the subflow as an input.

[VaishnaviK16371 · Accepted solution]

Hi @Dao Anh Tu !!

• Create Approval (not Ask for Approval) in the main flow

  • This creates the approval record without blocking execution.

• Call a reusable subflow immediately after

  • Pass in:

    • Service Request record

    • Approval sys_id

    • Max wait time (21 days)

    • Reminder interval

• Subflow logic

  • Use Wait for Condition:

    • Condition: Approval state ≠ Requested

    • Timeout: 21 days

  • Send reminder notifications at defined intervals (e.g., day 7, 14, 20)

  • If timeout is reached and approval is still pending:

    • Cancel / close the Service Request

    • Add Additional Comments explaining the auto-closure (user-visible)

    • Optionally close the approval

• If approval completes before timeout:

  • Subflow exits

  • Main flow continues normally

Mark this as Helpful if it clarifies the issue.
Accept the solution if this answers your question.

Regards,
Vaishnavi
Associate Technical Consultant

[Dao Anh Tu]

Hi @VaishnaviK16371 !!
Thank you for helping me with the Approval step. I tried your idea and it worked perfectly. I will mark it as the ACCEPTED SOLUTION. Many thanks!