Actionable notifications for approvals in ITSM Virtual Agent
Summarize
Summary of Actionable Notifications for Approvals in ITSM Virtual Agent
Actionable notifications in ITSM Virtual Agent streamline the approval process for various requests within IT Service Management. To utilize these notifications, they must first be activated in Flow Designer.
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Key Features
- Approval Request for Requested Items: Notifies the approver of a Service Catalog item request, allowing direct approval, rejection, or comments within the chat.
- Approval Request for Change Requests: Sends notifications to the end user who made the change request, enabling them to approve, reject, or view details.
- Knowledge Article Approval: Notifies end users when approval for a knowledge article is requested, allowing them to approve or reject the request.
- Other Approval Notifications: Alerts approvers for non-task records needing approval, with options to view details or skip the notification.
- Request Approval Reminder: Reminds approvers of pending Service Catalog requests with options to view or skip.
- Task Approval Notifications: Notifies approvers about newly created tasks needing review, excluding certain task types.
Key Outcomes
By leveraging actionable notifications, ServiceNow customers can enhance communication and efficiency in the approval process, ensuring timely responses to requests. Admin users can customize notification fields as needed, facilitating a tailored user experience.
Notify employees of approvals for requests with notifications from ITSM Virtual Agent.
You must activate notifications in Flow Designer in order to use them. For details, see Set up actionable notifications for ITSM Virtual Agent.
Some of the default actionable notifications in ITSM Virtual Agent that need approvals are as follows:
Approval request for requested items
Virtual Agent sends a notification to the approver of a Service Catalog item request. The approver can choose to view the request details or skip the notification.
Approvers can approve or reject the request directly in the chat. Approvers can also add comments to rejected requests directly in the chat.
Approval request for requests
When an approval for a change is requested, Virtual Agent sends a notification to the end user who made the change request. The end user can be either the requester or the approver. Virtual Agent sends the notification to the end user, as applicable, who can then approve or reject the request, see details, or skip the notification.
The fields shown below are the default fields for any task table (the Show Details field is not configured for the Task extended table).
The fields below are the fields configured in the _show_approval_details_ topic (the Show Details field is configured for the Task extended table). Admin users can configure these fields by duplicating the topic and editing the approval_default_task_fields script variable within the topic.
KB request approved or rejected
Virtual Agent sends a notification when an approval for a knowledge article is requested. End users approve or reject the request, see details, or skip the notification.
The fields shown here are the fields configured in the _show_approval_details_ topic. Admin users can configure these fields by duplicating the topic and editing the approval_default_task_fields script variable within the topic.
For non-task tables, when no fields are configured in the _show_approval_details_ topic, a message displays with a link to the record being reviewed.
Other approval
Virtual Agent sends a notification to the approver when a non-task record (such as a Knowledge Base article) needs approval. The approver can choose to view the request details or skip the notification.
Request approval reminder
Virtual Agent sends a notification to remind the approver of a pending Service Catalog request. The approver can choose to view the request details or skip the notification.
Request approved or rejected
Virtual Agent sends a notification to the requester of a Service Catalog item when their request has been approved or rejected. The requester can choose to view the request details or skip the notification.
Task approval
Virtual Agent notifies the approver about a newly created task that needs review and approval.
This notification is not applicable for tasks such as Change or Standard Change. It is also not applicable to Requests (sc_requests) and Requested Items (sc_req_item).