Handling of Approval Task state "More Information Required" in "Ask for approval" flow action

[RahulP030357301]

Hi Community,

We are using "Ask for approval" flow action to create the approval tasks based on certain trigger points but just realized that it only able to handle the Approved and Rejected state of the approval task. We want to create another approval task for another group, if More information Required state is selected on first approval task.

But that state is not detected by Ask for approval action and it remains in waiting. Anyone have idea how to manage this use case?

Thanks and regards,

Rahul

[Dr Atul G- LNG]

@RahulP030357301 

Practically, it’s a good use case, but from an implementation perspective, it’s not ideal. The reason being that it would require changes to the entire workflow, and it involves significant customization at the platform level. This approach leans more towards education; if an approver needs more information, instead of approving or rejecting, they should ask the requester to provide more details before making a final decision. Educating the user is a better approach than creating technical debt

[RahulP030357301]

Hi @Dr Atul G- LNG 

Thanks for your response.

I am also looking for simple approach, but we need to create a new approval task for another group, who can take decision of Approval or Rejection. And task needs to create only after first approver is unable to take decision, so they want to handover to next level of approvers. Something like below, sorry for my poor drawing.

Thanks & regards,

Rahul

[Dr Atul G- LNG]

Hi @RahulP030357301 

Drawing looks good! 🙂 The first thing I checked was the "More Information Required" status in the approval table, but I couldn’t find it. As everyone mentioned, if it's a custom field, I said it wouldn't be easy. To solve this, let's build a more customized solution:

• Add a new field called "More Information Required" as a checkbox.

• If the first approver is in doubt, create a task for the other person (like you mentioned). Only once that task is completed can the first approver approve. You’ll need to write the logic for this.

Adding a state and integrating it into the flow is not easy, mate!

[Adam Celli]

This question would be better answered in the Workflow Automation forum. See here for a comprehensive article on Flow Approvals: https://www.servicenow.com/community/workflow-automation-articles/flow-designer-approvals-overview-w...

[RahulP030357301]

Thanks for sharing the article, it is nice.