Allow end user to see the current approver

[major li]

Hi Community,

Greetings. 

I have received a requirement to allow end user to see who is the current/next approves in the widget. Is there a way of doing it?

Currently we are also planning for an upgrade, from Xanadu to Zurich. Is there such a feature OOTB?

Thank you all.  

[major li]

Hi @Mark Manders ,

Appreciate you highlight the technical debt, risk in process and access issue, all of which are of great importance to evaluate the impact. 

The current issue we face is that the approver will not overlook the service request approval. as a result, the user experience is impacted. Do you have any suggestion?

[Mark Manders]

Start reminding the approver that he is not doing his job. And if that doesn't help, add the reminder's manager to it as well. 

The user experience isn't getting better if you let the user see who is supposed to approve. It doesn't make the process faster. The problem is the approver not doing his job, so that's the thing that needs to be resolved.

Think about a manager having to approve something for one of his people. It could very well be that the user doesn't want/dare to go to the manager to ask for it (nor should the user have to do that). Letting the system remind the approver (to the point of annoying) and add the approver's manager into the mix as well, will have more effect.

[Dr Atul G- LNG]

Hi @major li 

As a BPC, I would not recommend showing the current or next approver to the end user. The reason is that when this information is visible, end users tend to reach out to the approvers directly via email or IM, which isn't ideal. Also, sometimes the next approver is a group rather than a single user, and users may then try to contact all group members — which is not a good use case. By default, end users can already see the group name in the out-of-the-box setup, which should be sufficient. Additionally, showing the current or next approver requires more customization, which I personally don't encourage.

[major li]

Hi Doc,

I really like the way you explain from the process POV. It is really helpful. 

[Rafael Batistot]

Hi @major li 

See the document

https://www.servicenow.com/docs/bundle/zurich-platform-user-interface/page/build/service-portal/conc...