can i create separate approval notification for change, kb and item request ?

[NethraG]

I want to create a customized notification for approval for software requests, hardware requests, changes, and KB articles. However, when the one I have created for the software request triggers when a KB article is published, or a change request is made. Software request is approved via email, as many managers don't have an ITIL role. I am working on ITSM module.

[Itallo Brandão]

Hi Nethra,

Yes, you absolutely can (and should) have separate notifications for each type of approval.

The issue you are facing is that the sysapproval_approver table is a central table that handles approvals for the entire system. If you create a notification there without specific Conditions, it will trigger for every single approval record created, regardless of whether it is for a Change, a KB, or a Request.

To fix this, you need to create separate Notification records for each scenario and add a Condition to check the "Source" of the approval.

Here is how to configure them:

1. General Setup for All Notifications

• Table: sysapproval_approver

• Send when: Record is inserted or updated.

2. Condition for Change Requests

• In the Condition Builder, use the "Show Related Fields" feature.

• Condition: Approval for.Task type is Change Request.

• (This ensures this email only fires when approving a Change).

3. Condition for Knowledge Articles

• Approvals for KB articles are slightly different because they reference the "Source Table" field directly or the "Approving" document ID.

• Condition: Source Table is kb_knowledge.

4. Condition for Software vs. Hardware (Requested Items) For Catalog Items (RITMs), you need to drill down further to see what item is being requested.

• Condition: Approval for.Task type is Requested Item.

• AND Approval for.Item.Class (or Category) is Software (or the specific Item Name).

  • Note: To get to "Item", you usually have to click "Show Related Fields" > Click into "Approval for => Requested Item fields" > Click into "Item => Catalog Item fields".

Summary: You will end up with 3 or 4 separate notifications in the list:

1. Approval Request - Change

2. Approval Request - KB

3. Approval Request - Software

4. Approval Request - Hardware

By adding these filters, the "Software" email will stop triggering for Change Requests.

Hope this helps you organize your notifications!

If this response helps you achieve your requirement, please mark it as Accepted Solution.

This helps the community grow and assists others in finding valid answers faster.

Best regards,

Brandão.

[NethraG]

Thank you very much for your reply . 

I am not getting this instead I see only this 

approval for.task type is requested item not able to add. Should i add in advanced condition?

[Itallo Brandão]

Hi Nethra,

You are very close! You do not need to use the "Advanced condition" script for this. You just need to drill down one level deeper using the "Show Related Fields" feature.

Based on your screenshot, you have already selected Source table is sc_req_item. This is perfect and replaces the need for "Task type".

To filter by Software vs Hardware, you need to access the definition of the Item being requested. Here is the exact path to click in the condition builder:

1. In the Condition builder, click the field dropdown.

2. Scroll to the bottom and select Show Related Fields.

   

3. Click the dropdown again and select Item -> Catalog Item Fields.
   

   
   

4. Click the dropdown one last time, and now you can search for and select Category.

   

Important Note: Once you finally select "Category", the condition builder will display just the word Category (it shortens the label). Do not worry! Even though it looks simple, the system functionality (Dot-Walking) is working behind the scenes to link the Approval to the correct Item Category.

• 

Your final condition will look like this:

• Table is sc_req_item

• Category is Software

Why this works: You are telling the system: "Go from the Approval -> to the RITM -> to the Catalog Item definition -> and check its Category."

If the Category is "Software", send the Software email. If it is "Hardware", send the Hardware email.

Hope this clears up the navigation!

If this response helps you achieve your requirement, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,

Brandão.

[NethraG]

Thank you. I followed the steps you mentioned, but I am not able to get the item=>catalog item fields. I am getting the image below.

What mignt be the reason I am not getting these fields? Thank you very much for your help.