Hi Community,
I’m facing an issue with Approval Policies on Catalog Items and would appreciate some insights or best practices.
Scenario:
I’ve implemented an approval policy for a catalog item with multiple approval levels:
Level 100: Manager of the "Requested For"
Level 200: A specific group or user (e.g., IT Security Team)
The approval policy is working fine when the manager exists. In that case, the approvals go from manager ➝ Level 200 approvers as expected.
The Issue:
When the manager is not defined (e.g., requested_for.manager is empty), the system:
Skips the Level 100 approval (which is expected), but
Also skips the remaining levels, including Level 200 — which is not the desired behavior.
In this case, the entire approval policy is effectively bypassed, and the item is marked as approved without any actual approvals.
Additional Scenario:
In some cases, if the approval is set to "Default" and Level 100 is skipped, then Level 200 still triggers correctly — which is expected.
However, in cases where the Manager approval is configured, if the manager is present, the approval chain works perfectly (Level 100 ➝ Level 200).
But if the manager is not present, all approval levels are skipped, and the RITM gets approved automatically — which is not acceptable.
What I Want to Achieve:
If the manager exists → Get their approval → Then proceed to Level 200.
If the manager is missing → Skip Level 100 but still trigger Level 200.
Thanks 🙂
