How to show RITM Approvals on Service portal

[sk59]

We would like to show whom the approval is currently Pending for an RITM on Service Portal similar to ITIL view as below.

please suggest how this can be shown on Service portal as well.

[Ankur Bawiskar]

possibly you might have to enhance it further.

Regards
Ankur

[sk59]

can I get some help on this please

[Chaz Gordon1]

I have a similar requirement in our Self Service re-vamp.

Unfortunately the Approval mechanism does not readily lend itself to being exposed in the  detailed widget, and often Service Portal Widget customization can lead to a bit of tech debt or at least repeatedly solving the same problem as family updates make changes to the core widgets.

My first thought to resolve this is to create a Flow triggered by the creation of Approval tasks and have it populate an Additional Comment to the RITM. This is a quick and simple solution that avoids having to re-build all of our many flows that Catalog items have. It has the down side that it would create a separate comment for each Approver task where there are multiple approvers, and also trigger multiple update Notifications.

The second option is to build such a note into the flow for each catalog item that requires approval, and have that flow look up all approvers and construct a single comment to add. This can be acomplished with a subflow that is inserted at the appropriate point into each individual Catalog flow.

[B_3]

Needed to show approver details (name) along with the stage on RITM summary page on service portal. However approver rendering is not possible when using flow designer as of now.

Workaround: Add a new TAB in Standard Ticket Configuration > ticket configuration in sc_req_item and use a new widget to show Approval status with the details of approver it is pending with or rejected by.

[Chaz Gordon1]

As we are doing the whole thing in the Catalog flow, the Approvers are already contained within a List Collector data type from firing the approval request.

We Parsed the list collector content, which is a comma separated list of sysIDs into a single line of text showing each approver's Display name. We then added that to a descriptive comment in the RITM, which shows in the SP activity stream to the user.

Our approval is Any one approver approves or rejects, so approval staging is simple, it's either waiting for approval, or approved /rejected. This is shown in the flow stages on that same page.

We have a couple of items with multi stage approvals, this is shown using a different always shown stage name for each of the two approvals.