Flow Approval not working as intended when a user orders an catalog item.

HirdayB
Tera Contributor

yesterday

HirdayB_0-1778740367595.png

 

Hello Community, here In ask for approval action tab, in the rules section, I did Trigger- Service Catalog > Requested item Record > Requested for> Department > Department head(Director).

which approval supposes to go to Department head(Director) but it does not go there, here Department head(Director) is a custom field I added in my PDI, which refers sys_user table, and when I was dot walking the Department reference was greyed out by the system, and when I test it the approval never reaches to the person I want it goes to the manager of the Requested for.

 

If anyone can solve this issue, will be appreciated, thank you.

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Bhavya11
Kilo Patron

2 hours ago

Hi @HirdayB ,

 

This is what you will see after dot walk through Department

Bhavya11_0-1778758934687.png

now click on Department then walk-through to Department head You need to dot walk from Department to Department head

Bhavya11_1-1778759011184.png

 

also check if Manager and Department head both are same or not. if same it will trigger to manager of Requested for

 

If this information proves useful, kindly mark it as helpful or accepted solution.

Thanks,
BK
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Ankur Bawiskar
Tera Patron

an hour ago

@HirdayB 

if it's greyed out then it means you were unable to select the Department Head via dot walking and hence approval didn't go

share screenshot what's showing as greyed out

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 10x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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