---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Actionable notifications for approvals in ITSM Virtual Agent

# Actionable notifications for approvals in ITSM Virtual Agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Notify employees of approvals for requests with notifications from ITSM Virtual Agent.
You must activate notifications in Workflow Studio in order to use them. For
details, see [Set up actionable notifications for ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/w0ZxOE328f_vp1NGZ2c0hA "Administrators and users with the virtual_agent_admin role can enable system notifications, trigger Workflow Studio flows for actionable notifications topics, and activate notifications in Virtual Agent.").

Some of the default actionable notifications in ITSM Virtual Agent that need approvals are as follows:

## Approval request for requested items {#va-itsm-notifications-approvals__section_jvz_b3y_wvb}

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 {#va-itsm-notifications-approvals__section_nxm_qcr_tvb}

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 {#va-itsm-notifications-approvals__section_bhn_hdr_tvb}

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 {#va-itsm-notifications-approvals__section_ogb_y4v_cwb}

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 {#va-itsm-notifications-approvals__section_vxw_tb1_xvb}

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 {#va-itsm-notifications-approvals__section_syv_v31_xvb}

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 {#va-itsm-notifications-approvals__section_y3t_wjx_fwb}

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).