Approval Workflows

Service Catalog Approval Workflows

Overview

This skill covers approval management for service catalog items:

• Understanding approval architecture
• Configuring approval rules and conditions
• Multi-level and parallel approvals
• Approval delegation and coverage
• Timeout, reminder, and escalation configuration
• Monitoring and managing approval requests

When to use: When setting up approval processes for catalog items, troubleshooting stuck approvals, or implementing complex approval routing.

Prerequisites

• Roles: catalog_admin, approval_admin, or admin
• Access: sysapproval_approver, sc_ic_aprvl_type_defn, sc_ic_aprvl_defn tables
• Knowledge: Service catalog structure, approval concepts
• Related Skills: catalog/item-creation should be completed first

Procedure

Step 1: Understand Approval Architecture

Approval Tables:

Approval Flow:

Request Submitted
      ↓
Approval Rule Evaluated
      ↓
Approval Records Created (sysapproval_approver)
      ↓
Approvers Notified
      ↓
Approver Takes Action
      ↓
Next Level (if multi-level) OR Complete

Approval States:

Step 2: Query Existing Approvals

Find pending approvals for a request:

Tool: SN-Query-Table
Parameters:
  table_name: sysapproval_approver
  query: sysapproval=[ritm_sys_id]
  fields: sys_id,approver,state,due_date,source_table,sys_created_on
  limit: 50

Find all pending approvals for a user:

Tool: SN-Query-Table
Parameters:
  table_name: sysapproval_approver
  query: approver=[user_sys_id]^state=requested
  fields: sys_id,sysapproval,document_id,source_table,sys_created_on
  limit: 100

Find overdue approvals:

Tool: SN-Query-Table
Parameters:
  table_name: sysapproval_approver
  query: state=requested^due_date<javascript:gs.nowDateTime()
  fields: sys_id,approver,sysapproval,due_date,source_table
  limit: 100

Step 3: Create Approval Rules (Legacy Method)

Note: This uses the legacy approval rule system. For new implementations, consider using Flow Designer or Catalog Builder approval types.

Create basic approval rule:

Tool: SN-Create-Record
Parameters:
  table_name: sys_approval_rule
  data:
    name: "Manager Approval for Hardware > $1000"
    active: true
    table: sc_req_item
    condition: cat_item.price>1000^cat_item.category.title=Hardware
    approval_type: "single"
    approver_field: "opened_by.manager"
    order: 100

Step 4: Configure Catalog Approval Types

Catalog approval types define reusable approval patterns.

Query existing approval types:

Tool: SN-Query-Table
Parameters:
  table_name: sc_ic_aprvl_type_defn
  query: active=true
  fields: sys_id,name,description,approval_type
  limit: 50

Create approval type definition:

Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_type_defn
  data:
    name: "Manager Approval"
    description: "Requires approval from requester's manager"
    active: true
    approval_type: "approver_user_field"
    approver_user_field: "requested_for.manager"
    wait_for: "everyone"  # everyone, anyone
    mandatory: true

Approval Type Options:

Step 5: Configure Multi-Level Approvals

Multi-level approvals execute in sequence based on order.

Create Level 1 - Manager Approval:

Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_defn
  data:
    catalog_item: [catalog_item_sys_id]
    name: "Manager Approval"
    approval_type_definition: [manager_approval_type_sys_id]
    order: 100
    active: true
    condition: ""  # Always apply

Create Level 2 - Director Approval (for high-value requests):

Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_defn
  data:
    catalog_item: [catalog_item_sys_id]
    name: "Director Approval"
    approval_type_definition: [director_approval_type_sys_id]
    order: 200
    active: true
    condition: "price>5000"  # Only for requests over $5000

Create Level 3 - Finance Approval (for very high value):

Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_defn
  data:
    catalog_item: [catalog_item_sys_id]
    name: "Finance Approval"
    approval_type_definition: [finance_approval_type_sys_id]
    order: 300
    active: true
    condition: "price>10000"

Step 6: Configure Parallel Approvals

Parallel approvals execute simultaneously at the same level.

Create Parallel Approvers (same order = parallel):

Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_defn
  data:
    catalog_item: [catalog_item_sys_id]
    name: "IT Security Review"
    approval_type_definition: [security_approval_type_sys_id]
    order: 100  # Same order as other parallel approval
    active: true

Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_defn
  data:
    catalog_item: [catalog_item_sys_id]
    name: "Legal Review"
    approval_type_definition: [legal_approval_type_sys_id]
    order: 100  # Same order = parallel execution
    active: true

Wait For Options:

• everyone - All approvers must approve
• anyone - First approval completes the level
• majority - Majority of approvers must approve

Step 7: Configure Group Approvals

Create group-based approval type:

Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_type_defn
  data:
    name: "Change Advisory Board"
    description: "CAB approval required for major changes"
    active: true
    approval_type: "specific_group"
    approver_group: [cab_group_sys_id]
    wait_for: "everyone"

Query group approval status:

Tool: SN-Query-Table
Parameters:
  table_name: sysapproval_group
  query: parent=[ritm_sys_id]
  fields: sys_id,group,approval,sys_created_on

Step 8: Configure Approval Delegation

Delegation allows users to assign approval authority to others during absence.

Query existing delegations:

Tool: SN-Query-Table
Parameters:
  table_name: sys_user_delegate
  query: delegate=[user_sys_id]^active=true
  fields: sys_id,user,delegate,starts,ends,approval
  limit: 50

Create delegation record:

Tool: SN-Create-Record
Parameters:
  table_name: sys_user_delegate
  data:
    user: [original_approver_sys_id]
    delegate: [delegate_user_sys_id]
    starts: "2026-02-10"
    ends: "2026-02-24"
    approval: true  # Delegate approvals
    active: true

Step 9: Configure Timeout and Escalation

Approval with Due Date:

Tool: SN-Update-Record
Parameters:
  table_name: sysapproval_approver
  sys_id: [approval_sys_id]
  data:
    due_date: "2026-02-13 17:00:00"

Create Escalation via SLA: Configure through SLA Definitions (sla) table:

Tool: SN-Create-Record
Parameters:
  table_name: contract_sla
  data:
    name: "Approval Escalation - 48 Hours"
    table: sysapproval_approver
    condition: "state=requested"
    duration: "2 00:00:00"  # 48 hours
    workflow: [escalation_workflow_sys_id]
    active: true

Step 10: Process Approvals Programmatically

Approve a request:

Tool: SN-Update-Record
Parameters:
  table_name: sysapproval_approver
  sys_id: [approval_sys_id]
  data:
    state: "approved"
    comments: "Approved - budget verified and manager confirmed need"

Reject a request:

Tool: SN-Update-Record
Parameters:
  table_name: sysapproval_approver
  sys_id: [approval_sys_id]
  data:
    state: "rejected"
    comments: "Rejected - request exceeds department budget. Please resubmit next quarter."

Cancel pending approvals:

Tool: SN-Update-Record
Parameters:
  table_name: sysapproval_approver
  sys_id: [approval_sys_id]
  data:
    state: "cancelled"
    comments: "Approval cancelled - request withdrawn by user"

Step 11: Monitor Approval Metrics

Count pending approvals by group:

Tool: SN-Query-Table
Parameters:
  table_name: sysapproval_approver
  query: state=requested^sys_created_on>=javascript:gs.beginningOfLastMonth()
  fields: sys_id,approver.u_group,state
  limit: 1000

Find approval bottlenecks:

Tool: SN-Query-Table
Parameters:
  table_name: sysapproval_approver
  query: state=requested^sys_created_onRELATIVELE@dayofweek@ago@5
  fields: sys_id,approver,sysapproval,sys_created_on
  limit: 100

Complete Example: Multi-Level Hardware Approval

# 1. Create Manager Approval Type
Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_type_defn
  data:
    name: "Requester Manager"
    description: "Approval from requester's direct manager"
    active: true
    approval_type: "approver_user_field"
    approver_user_field: "requested_for.manager"
    wait_for: "everyone"
    mandatory: true
# Result: sys_id = "type_manager"

# 2. Create IT Director Approval Type
Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_type_defn
  data:
    name: "IT Director"
    description: "IT Director approval for large hardware purchases"
    active: true
    approval_type: "specific_user"
    specific_user: [it_director_sys_id]
    wait_for: "everyone"
    mandatory: true
# Result: sys_id = "type_director"

# 3. Create Level 1 Approval Definition (always required)
Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_defn
  data:
    catalog_item: [hardware_item_sys_id]
    name: "Manager Approval"
    approval_type_definition: "type_manager"
    order: 100
    active: true
    condition: ""

# 4. Create Level 2 Approval Definition (only for > $2000)
Tool: SN-Create-Record
Parameters:
  table_name: sc_ic_aprvl_defn
  data:
    catalog_item: [hardware_item_sys_id]
    name: "IT Director Approval"
    approval_type_definition: "type_director"
    order: 200
    active: true
    condition: "price>2000"

# 5. Verify configuration
Tool: SN-Query-Table
Parameters:
  table_name: sc_ic_aprvl_defn
  query: catalog_item=[hardware_item_sys_id]
  fields: name,approval_type_definition,order,condition,active

Approval State Transitions

                        ┌──────────────────┐
                        │  not yet requested│
                        └─────────┬────────┘
                                  │ Workflow triggers
                        ┌─────────▼────────┐
                        │    requested      │
                        └─────────┬────────┘
                                  │
          ┌───────────────────────┼───────────────────────┐
          │                       │                       │
┌─────────▼────────┐   ┌─────────▼────────┐   ┌─────────▼────────┐
│    approved      │   │    rejected      │   │    cancelled     │
└──────────────────┘   └──────────────────┘   └──────────────────┘
          │
          │ All approvals approved
┌─────────▼──────────────────────┐
│  Request proceeds to fulfillment│
└────────────────────────────────┘

Tool Usage Summary

Best Practices

• Minimize Approval Levels: Each level adds delay; use conditions to skip when appropriate
• Use Groups Over Individuals: Groups survive personnel changes
• Set Due Dates: Ensure approvals don't stall indefinitely
• Configure Escalation: Auto-escalate overdue approvals
• Document Conditions: Make approval conditions clear and auditable
• Test All Paths: Test approval, rejection, and cancellation flows
• Monitor Metrics: Track approval time and bottlenecks
• Enable Delegation: Allow coverage during PTO

Troubleshooting

Approval Not Generated

Symptom: Request submitted but no approval record created Causes:

1. Approval rule condition not met
2. Approval type inactive
3. Workflow not triggering approval activity Solution:

Tool: SN-Query-Table
Parameters:
  table_name: sc_ic_aprvl_defn
  query: catalog_item=[item_sys_id]^active=true
  fields: name,condition,active,order

Approval Stuck in "Requested"

Symptom: Approval pending but approver claims to have acted Causes:

1. Multiple approval records (one approved, one pending)
2. Approver acted on wrong record
3. Multi-level approval waiting for previous level Solution:

Tool: SN-Query-Table
Parameters:
  table_name: sysapproval_approver
  query: sysapproval=[ritm_sys_id]
  fields: sys_id,approver,state,order,sys_updated_on

Request Rejected But Still Processing

Symptom: Request continues despite rejection Cause: Business rule or workflow not honoring rejection Solution: Check workflow for proper rejection handling

Delegation Not Working

Symptom: Delegate not receiving approval requests Causes:

1. Delegation record inactive
2. Date range expired
3. approval flag not set Solution:

Tool: SN-Query-Table
Parameters:
  table_name: sys_user_delegate
  query: user=[original_user_sys_id]^active=true
  fields: delegate,starts,ends,approval,active

Related Skills

• catalog/item-creation - Creating catalog items (prerequisite)
• catalog/request-fulfillment - Processing approved requests
• admin/workflow-creation - Building approval workflows
• development/notifications - Approval notification setup

References

• ServiceNow Approval Engine
• Catalog Approvals
• Approval Delegation