Help with Service Catalog notifications

[LMHoffman]

Hi everyone, I hope someone can help this newbie administrator

We're working on configuring our Service Catalog and I'm trying to customize an email notification. Am running into roadblock.

We have configured our Service Catalog to allow users to input a Requested For when they being their order. Field populates with the person who logs into ServiceNow, but can be changed via the lookup.

The workflow when the order is submitted sets the approval to 'Approved' at which point the item is created. That form is configured -

I'm using the Approval Request notification and have mimicked the information in the message from the template the notification was tied to OOTB.

I renamed Short Description to Item Requested, then added the Requested For, Quantity, Price, Recurring Price and Recurring Price Frequency using the same variable structure that was in the change.itil.approve.role template.

To get the field names for Price, Recurring Price and Recurring Price Frequency, I temporarily added the fields to the Requested Item form, then removed them

All of the fields below are pulling in the information with the exception of the Requested For. No matter how I put that variable in, the generated email leaves it blank.

I have tried -

• ${sysapproval.requested_for}
• ${sysapproval.request.requested_for}
• ${sc_req_item.request.requested_for}

Here is a copy of the Message field of my notification with my most recent attempt:

Sample of the email received:

SNow,

The Service Desk has received an order for the following and we need your approval to proceed -

Item Requested: Hotspot

Requested for:

Quantity: 1

Price: $199.99

Recurring Price: $40.00

Recurring Price Frequency: Monthly

To approve or reject this request, click

For additional details about this request, click

As always, appreciate any help!

[Deepak Ingale1]

sysapproval is the reference field present on sysapproval_approver table.

It points to the record for which approval has been requested, that record can be change request, service catalog request or any thing extended from task table.

You can type sysapproval_approver.list in navigation pane to see the all records generated for approval purpose

This table has every important information for approval request that has been generated in the system

${sysapproval.short_description}, this is called JEXl   expression which are extensively used in serviceNow

https://community.servicenow.com/people/SlightlyLoony/blog/2011/12/02/2114

Now, since you are sending notifications from sysapproval_approver'table, and sysapproval is the native field in that table and hence you have used it by using above expression. you have advanced one step up in that by doing dot waking to the fieds like short_description and price etc n that particular sysapproval reference record

I am surprised to see why you cant abe to use ${sysapproval.requested_for}

Could you please share the complete code with screensht of sysapproval_approver.list record for which it is generated

[LMHoffman]

Hi Deepak, sorry for the delay in response.

How do i share the complete code as you requested?

[LMHoffman]

Hi Deepak, sorry for the delay in response.

How do i share the complete code as you requested?

[Deepak Ingale1]

I wanted to know on what table your sysapproval record lies?

I mean whether you are generating approvals for record from   sc_request or sc_request_item table?

[LMHoffman]

I hope i'm getting this right.

We have the REQ auto approving through workflow. It then generates the RITM, and then a notification requesting approval/rejection goes out from there.

When i look at the actual Email Notification - Approval Request, it has the following settings:

When to Send:

Who Will Receive:

What it Will Contain: