Request (REQ) and Requested Item (RITM) Approvals

[michaellshively]

I've been running ServiceNow for a few weeks with only the Incident Management module configured. We are now looking at the Service Catalog and Requests(REQ)/Request Items(RITM). The first thing we are working on is a simple Request Form which submits a request for additional permissions within a financial application we own. The user can request more than one permission and each permission needs to be approved by a Manager who owns that "permission" or area of the application. I am wondering if anyone else has done this because the UI is very confusing to the end users due to the tool showing the REQ as "Approved" as soon as they submit their Order. The Request(REQ) itself does not require approval in this case but the Items (RITM) or permissions being requested each require approval. Everything is working but it is certainly not a nice interface when the users see "Approved" as soon as they place their order... when in fact nothing has been approved - the RITMs are where the approvals are needed. Is there another way to do this? To me this should be a very easy and straight forward process and something ServiceNow should be able to do easily. All we need is a way for the end users to make a request for more permissions and then get each of the requested permissions approved by the person responsible for the area of the application which the user needs access. Any guidance you might be able to provide will be so greatly appreciated that I cannot even tell you in words!! Thanks in advance! I am also completely open to a discussion via email, phone, GoTo Meeting, etc.

Regards,

Michael

[karthiknagaramu · Accepted solution]

Hi,

You would be able to set-up approvals for request. Please have a look at section 2.1 in below link.

http://wiki.servicenow.com/index.php?title=Approval_Rules#Setting_up_a_Gating_Approval_via_an_Approv...

It gives the steps need to configure for request approval.

Regards,

Karthik Nagaramu

[michaellshively]

That might work for us.... Are you saying that as a way to prevent the users from thinking that their request has been approved as soon as they submit the order, we should setup a required approval on the Request level? Maybe require the user's Manager to approve the entire request before the Request Items (RITMs) are approved? My apologies if I have misunderstood.

[karthiknagaramu]

Hi,

Yes you got my point. Have approval configured at Request as well.

Regards,

Karthik Nagaramu

[michaellshively]

Thank you for this advice. I believe this would be a viable workaround for our company.

I also welcome any other suggestions this community may have!

Thank you,

M