Multiple Approvers

[Bill Bonnett]

My question is, HOW do I add an approver without having to manually create multiple fields for the workflow to trigger off of for the dozen offices that have to approve one request? I'm missing a step. The form or variable will be but only three questions and the need to attach the quote:

• which location
• short description
• long justification
• attached quote

Attached is the workflow. It's ONLY approvals and notification. Where do I begin? Please be VERY specific with your answers as I'm new to this. Replying "Use record producer" or "service catalog" isn't an answer as I've tried them both and neither handle approvals. I know I'm missing something.

Thanks in advance.

[oharel]

Hi Bill,

I am not sure I completely understand your request.

Do you currently have items configured on your system?

Do they have a workflow?

Are you using the same workflow for all items?

Assuming that this is a "special" item that requires a different handling than other items, first, define a workflow in your catalog item configuration.

Then, configure your workflow:

It seems to me you need to add to your workflow the correct approval activities. For instance:

If this is not what you meant or need, let me know.

harel

[Bill Bonnett]

Harel,

Thank you for taking the time to answer. The instance is virgin. 100% out-of-the-box and this is my first assignment for work. While I'm familiar with everything you said, there are issue in choosing which table to run the workflow off of. Which did you choose? I have one request (which is generic) and it goes through 6-10 approvals. How could I get the workflow to STOP and wait for the approval? When I did just want you did in the example, what table did you use in the workflow? If request, then it created two things that needs to be closed - the request and the requested item. I did what you just suggested and "tried" the entry... the workflow ran, but skipped all the approvals...

[oharel]

(Ok, my bad, I thought is was obvious.)

I will try to answer your questions one by one:

"there are issue in choosing which table to run the workflow off of. Which did you choose?"

A: The workflow runs on the table sc_req_item - the requested item table.

"I have one request (which is generic) and it goes through 6-10 approvals. How could I get the workflow to STOP and wait for the approval?"

A: By nature, if configured properly, the approval activity stops and waits for approval or rejection before moving on. Make sure you not only add the activity, but also configure someone to approve it (a user, a group etc.). The flow should NOT move forward until such approval or rejection is accepted.

"When I did just want you did in the example, what table did you use in the workflow? If request, then it created two things that needs to be closed - the request and the requested item."

A: The table is sc_req_item - requested item. The request, which "holds" the requested item, is closed in my case via a BR that runs on the state of the requested item changes to Close Complete. I never tried closing the request with a workflow, although I guess it can be done.

"I did what you just suggested and "tried" the entry... the workflow ran, but skipped all the approvals."

A: Try it again, this time on the requested items table, and let me know.

harel

[Bill Bonnett]

Thanks again for the assistance. I know it's certainly something obvious, but having never done this before (being my first project in ServiceNow) I'm missing something.

I changed the workflow table to the requested item table... I tried the SC Item again and the same thing happened... skipped all the approvals.

Here's what it all looks like... pictures are worth 1000 words right?