Send notifications for Pending approval after 14 days and 21 to to requested for

[srinu8]

For service catalog Requested Items approval is going to Manger.

1)If the Approval is not approved after 14 days , need  to send notification to  Requested for .

2)The Same approval is not approved after 21 days one more notification should go to the both requested for and manager and also Request should be closed automatically .

I need a solution to for all  the Requested Items not for a particular catalog item.

[Kieran Anson]

A scheduled flow could do this. Perhaps run daily, lookup all approvals for requests/request items where the approval was created 14 days ago and not updated and then trigger a notification. 

This would require no code and be easy to maintain 

[priyatam_pvp]

@srinu8 

I agree with @Kieran Anson we can do this through flow designer. In case you are trying to do it through schedule job Please refer the below code.

var specificItemSysId = 'xxxxxxxxxxx'; // Replace with the actual sys_id of the catalog item

var grApproval = new GlideRecord('sysapproval_approver'); // Approval Table
var nowDate = new GlideDateTime();
var fourteenDaysAgo = new GlideDateTime();
var twentyOneDaysAgo = new GlideDateTime();

fourteenDaysAgo.addDaysUTC(-14); // 14 days ago
twentyOneDaysAgo.addDaysUTC(-21); // 21 days ago

grApproval.addQuery('state', 'requested'); // Pending approvals
grApproval.addQuery('sys_created_on', '<=', twentyOneDaysAgo); // Approvals older than 21 days
grApproval.query();

while (grApproval.next()) {
var request = grApproval.document_id.getRefRecord(); // Get the related request record

// Ensure it's linked to a Request Item (RITM)
if (request.getTableName() == 'sc_req_item') {
if (request.cat_item == specificItemSysId) { // Check if the Catalog Item matches
if (grApproval.sys_created_on >= fourteenDaysAgo) {
// Send a notification to 'Requested For' at 14 days
gs.eventQueue('approval.reminder.14days', request, request.requested_for, null);
} else {
// Send a notification to 'Requested For' and 'Manager' at 21 days
gs.eventQueue('approval.reminder.21days', request, request.requested_for, request.manager);

// Auto-close the Request
request.state = 'closed';
request.update();
}
}
}
}

Please mark it helpful
Regards
Priyatam

[Dr Atul G- LNG]

Hi @srinu8 

https://www.youtube.com/watch?v=hVctTUMWIcs

https://www.servicenow.com/community/now-platform-forum/trigger-notification-if-the-approval-is-not-...

[Shubham_Jain]

@srinu8 

1 - Use a Flow to Monitor Pending Approvals

2 - Send Notifications After 14 & 21 Days

3 - Auto-Close Requests After 21 Days

Step 1: Create a Flow in Flow Designer

- Navigate to Flow Designer - Create New Flow

- Name it - Pending RITM Approval Escalation

- Add Trigger: Scheduled Trigger

- Run Daily

Step 2: Add an Action to Fetch Pending Approvals

-  Add Action -  Lookup Records

— Table: Requested Item (sc_req_item)

- Conditions:

- Approval = Requested

- State not equal to  Closed

- Created on = On or before 14 days ago

Step 3: Send Notification After 14 Days

- For Each Record, add Send Notification action

-Recipients: Requested For (requested_for)

- Subject: Pending Approval for Your Request

- Message:

Hello ${requested_for.name},
Your request "${number}" has been waiting for approval for 14 days.
Please follow up with your manager.

Step 4: Send Notification & Auto-Close After 21 Days

- Add another Lookup Records step

- Conditions:

- Approval = Requested

- State not equal to  Closed

- Created on = On or before 21 days ago

- For Each Record, add Send Notification

- Recipients: Requested For (requested_for) and Approver (approver)

- Subject: Approval Not Received “ Request Closed

- Message:

The approval for requested item "${number}" has not been completed within 21 days.
The request has been automatically closed.
If you still need this item, please submit a new request.

Add Update Record Action

- Table: sc_req_item

- Set Approval to Cancelled

- Set State to Closed

Step 5: Close Parent Request Automatically

- Add Lookup Records (Check sc_request for related open RITMs)

- If All RITMs are closed, update the sc_request record to Closed