approve a service catalog request without itil role

[robertmaxwell]

Is there a way to allow users or groups the ability to see and approve/reject service catalog requests without giving them the ITIL role?

I have created a workflow on the sc_req_item table that seeks approval by the requesting user's manager and when I impersonate the manager I need to be able to approve the request- but I don't wish for the manager to have the itil role.

Cheers

[Uncle Rob]

Ok, so this is a really tricky one because the tool mechanics do *not* neatly match up to the license mechanics.

All OOB ServiceNow requires is that you have approver_user role before you can see the "My Approvals" module, but that can easily be worked around.

Mechanically speaking, nothing prevents you from seeing or approving an approval record in the UI without a role.   Your licensing contract will tell a very different story though (maybe... depending on the thousands of permutations of license agreement you have).

If you can't see approvals without the ITIL role, I suspect your system has been customized to that end.

The two things you have to ensure is..

- That ACL's allow you to see the approvals you're allowed to approve.   If you do not understand ACLs, don't mess around on your own.   Get help.

- Ensure that any modules or CMS links to approval do not come with any role strings attached.   Take the OOB "My approvals" module under hte Self Service application menu:

[JJ1]

ITIL role is a fulfiller role and might be charged higher than an approval_user license.Again ,it all depends onagreement between servicenow & your organization,check with your ServiceNow account manager.A license is not required to approve/reject approval even if the approval is assigned to a user without any roles.If you dont have enough approval_user license ,your manager can still approve it via email.If you have approval_user then you can use the approval console , there are easy workarounds as said by rfedoruk

[aprilgoldman]

Robert - we have done this through email notifications. If you use advanced in the activity properties for approval user, and set the "answer" to whatever your approver is (we use supervisor) it will send them an email with links. The default email contains two "Mailto" links, one with approve in the subject, one with reject. The bottom two links in the email are to view the approval and typically only ITIL users have that ability. The receiver of the email can click on one of the two mailto links and add info in the body of the email if they want. When the response is received by the system, it marks it accordingly. Your system needs to obviously be set up to receive email, and the inbound actions for email needs to have the update approval request action active.

Hope that helps.