Order Guide and REQ approval instead of RITM approval

Armin Heinlein1 · ‎12-10-2016

I created an Order Guide and the Order Guide created as desired the RITM's with their appropriate workflows. All RITMs require, in this case, approvals (actually two, the department manager and then C-Level) and I want to avoid that the managers are getting overwhelmed with approving each RITM I need to know if there is a way to have the managers just approve the REQ rather than the RITM and that the RITM inherits the approval? BTW, the RITMs show already "Request approved" already (see below).

I am new to ServiceNow so if you could point me to documentation or explain the steps that would be greatly appreciated.

Thank very much in advance

Thanks Armin

anurag92 · ‎12-12-2016

Oh yes, basically WF gets attached to a record as soon as the record is created, and for Order guide RITMs get created as soon as I have 2 approaches for you: 1. Create a variable in Order Guide, say u_approved, and set it as true when Order Guide is approved in "Service Catalog Request" workflow. In Rule Base, add this condition with existing condition i.e. u_approved = true. 2. In this approach, we don't rely on Rule base, in fact Rule base is blank. When Approved, just include a Run Script activity and in this activity write a script to create RITMs (a complex one, but tried and tested).

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Armin Heinlein1 · ‎03-03-2017

On the process side we do not allow access requests to be mixed up with other requests. We blocked access requests from the shopping cart and disabled the shopping cart option on the catalog item for catalog request. The user has only the order now button available . Access request can be issued if shopping already exists. We let the user now to first checkout the shopping card before issuing a access request. Could do this also in the Service Catalog Request WF and checking for a flag and then execute a different sub workflow for the access request. Hope this helps.

KB15 · ‎03-03-2017

I think I understand the first part: The Order Now only allows one item to be ordered per request. No adding to cart option.

Can you clarify this part?

Access request can be issued if shopping already exists. We let the user now to first checkout the shopping card before issuing a access request.

How are you checking if there's an existing cart? Are you training them to do this or is there a message that appears?

Armin Heinlein1 · ‎03-03-2017

Please see screen below. You also have to check with a script that no shopping cart exists when a access approval is requested if you don't want to mix access approvals with other requests. Hope that makes sense.

KB15 · ‎03-06-2017

Would you share the script that you created for checking if a cart exists?

I'm testing out some cart options and unfortunately we'll need two step turned on to collect shipping details for hardware orders. The side-effect is that this also applies to standard requests as well.

I'm looking at adding a dynamic two step option in the item form which may solve the issue.

Samson Calma · ‎03-09-2017

Hi Everyone,

I also have this concern. Is there away to capture the Order Guide Name and be saved as part of the SC Request record (let's say in the Description field)?

I'm thinking to create a workflow approval solely will run based on Description = <Order Guide Name> and exclude it from the Global Service Catalog Process.

Do anyone tried this approach? Thank you in advance