How To Configure ServiceNow Request Item Approvals

Pre-Requisites

• Please ensure the required ServiceNow Connector has been created with the necessary permissions. Please refer the ServiceNow Access Requirements Doc for details.
  • NOTE: If the ServiceNow service account's timezone is not set to GMT, then no approval records will be polled.
• Please ensure the following plugins are set to TRUE within the Copilot Plugin Management settings:
  • Approval Information Plugin (List of Approvals)
  • Approval Information Plugin
  • Update Approval Record Plugin

Configuration

Start by navigating to Enterprise Approvals > Plugin Settings

1. Open the Basic settings toggle and click the Add + under Default resource buttons.

2. A new Default resource buttons toggle will populate. Set the Button Type to approve. Set the Button Style to Primary Button.

3. Again, click the Add + under Default resource buttons to create another toggle for the deny button. Set Button Type to deny_with_comment and set Button Style to Danger Button.

4. Open the Advanced Settings toggle and set theEnable polling of enterprise approvals DSL to TRUE.

5. Click Submit in the lower right

Next, navigate to Enterprise Approvals > Approval Settings

1. Click Create to make a new connector specific approval experience
2. Open the Basic settings toggle and choose your ServiceNow connector from the Select your connector dropdown.

3. Click Submit in the lower right

Finally, navigate to Enterprise Approvals > Advanced Settings

1. Open the Basic settings toggle and choose your ServiceNow connector from the Select your connector dropdown and set the Default Resource Type to REQUEST_ITEM

2. Click Submit in the lower right

Validation

To validate the approvals plugin, you can trigger a test approval within ServiceNow to ensure that it is delivered to the approver via the AI Assistant.

How To Configure Attributes to be shown in Approval Notifications

To customize the fields that appear in the Approval Card, Moveworks requires the Details mapper to be configured in order to fetch only the required fields from the polled Approval Record. This is used mainly when users need to add or remove anything from the display card.

📘

This configuration is currently internal and needs to be carried out by the Moveworks Support Team.

Navigate to Enterprise Approvals > Advanced Settings under Ticketing Automation module in the left nav bar.

• Find the Default resource additional details mapper here we can define the below mapper which pulls the following fields from the approval record and maps them to the internal Moverworks Key value which will be displayed in the card.
  • requested_for
  • short_description
  • requester
  • Ticket number
• Once saved only the above fields will show up in the Approval Card.

  {
    "requested_for.user_id": "requested_for.user_id.$TRIM() OR $[\"b@nner_augmenting_data\"].ticket.requested_for.record_id.$TRIM() OR NULL",
    "requested_for.type": {
      "COALESCE()": {
        "items": [
          {
            "CONDITIONAL()": {
              "condition": "val",
              "context": {
                "val": "requested_for.user_id"
              },
              "on_fail": "NULL",
              "on_pass": "\"ITSM_USER_ID\""
            }
          },
          "\"RECORD_ID\""
        ]
      }
    },
    "requester.user_id": "requester.user_id.$TRIM() OR $[\"b@nner_augmenting_data\"].ticket.created_by.record_id.$TRIM() OR NULL",
    "requester.type": {
      "COALESCE()": {
        "items": [
          {
            "CONDITIONAL()": {
              "condition": "val",
              "context": {
                "val": "requester.user_id"
              },
              "on_fail": "NULL",
              "on_pass": "\"ITSM_USER_ID\""
            }
          },
          "\"RECORD_ID\""
        ]
      }
    },
    "short_description": "$[\"b@nner_augmenting_data\"].ticket.short_description",
    "display_pairs": [
      {
        "value": "display_pairs"
      },
      {
        "value": {
          "MAP()": {
            "converter": {
              "CONDITIONAL()": {
                "condition": "item.display_value != \"false\"",
                "on_pass": {
                  "key": "item.label",
                  "value": "item.display_value"
                }
              }
            },
            "items": {
              "SORT()": {
                "items": "$[\"b@nner_augmenting_data\"].ticket.ticket_vars",
                "key": "item.order or 0"
              }
            }
          }
        }
      }
    ]
  }
  

How To set the default resource type for approvals

Navigate to Enterprise Approvals > Advanced Settings under Ticketing Automation module in the left nav bar.

1. Locate the field named "Default Resource Type".
2. Click on the dropdown menu in this field.
3. Select the type of resource relevant to your integration; for instance, you might choose CHANGE_REQUEST or ACCESS_REVIEW.

How To customize notification strategy for approvals

Navigate to Enterprise Approvals > Advanced Settings under Ticketing Automation module in the left nav bar.

1. Find the field labeled "Default Resource Config Action Notification Strategy".
2. Select the checkbox to enable or disable notifications depending on your requirements.
3. This will allow you to customize how notifications are sent related to actions on this default resource in the approval integration.