How to set up a notification email for approval of a specific software request

[ChrisF7]

Hi,

Is there any step by step guidance for setting up approval notification emails to be sent to a manager when specific software is requested?

The scenario is:

Requested Item = Request End-User Software

under Variables, the "Software required" is either "Dragon" or "Read/Write".

When either of these software items are requested, I want a notification email to be sent to a manager for approval when the request is submitted.

At the moment, these requests are automatically approved in ServiceNow at the point of submission.

Other "software required" options that can be selected from that field should remain auto-approved, but for these two specific pieces of software, I need an approval notification to be sent to a manager for approval.

I've not been able to locate any step by step guidance in ServiceNow on how to configure this. Any advice would be welcome.

Thanks.

[PDawg]

Hi

In order to achieve this you would have to create a dedicated Flow in Flow Designer for this particular catalog item and then ensure that Process Engine field references this new dedicated Flow.

On your new Flow your trigger is Service Catalog and then you just set up two ways of processing the request 

1) In case Software is one of the selected options - generate the Approval record to specified user (then it's just a matter of verifying if OOB Approval notification gets triggered or if you need to make your own custom one also)

2) else - just set the RITM to Approved (as currently is) 

I don't think there is any other way to achieve this other than through a dedicated Flow.