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

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NethraG
Tera Contributor

Wednesday

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.

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Itallo Brandão
Mega Guru
In response to NethraG

Wednesday

Hello Nethra,

Upon closer analysis, I realized it's the sysapproval_approver table. Therefore, the correct dot walk path is below:

  1. Show related fields;

  2. Approval for -> Task Fields;

  3. Requested Item (+);

  4. Item -> Catalog Item Fields;

  5. Category.


This path ensures you are looking at the specific item definition associated with the request being approved.

Best regards,
Brandão.


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Go to solution
Itallo Brandão
Mega Guru
In response to NethraG

Wednesday

Hello Nethra,

Upon closer analysis, I realized it's the sysapproval_approver table. Therefore, the correct dot walk path is below:

  1. Show related fields;

  2. Approval for -> Task Fields;

  3. Requested Item (+);

  4. Item -> Catalog Item Fields;

  5. Category.


This path ensures you are looking at the specific item definition associated with the request being approved.

Best regards,
Brandão.