Configure Service Portal Approval Configuration record

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read

    • Configure the Service Portal Approval Configuration record to make the Approval assistance AI agent and Approval Info Record widget work better for your specific use case.

    Before you begin

    Role required: admin or sp_admin

    Note:
    Service Portal must be integrated with the third-party cloud provider before the checklist can be used. You must also maintain secure access and appropriate permissions to access documents from third-party providers.
    The Approval Configuration record controls two aspects of the approval experience in the Service Portal:
    Display experience
    Defines which fields appear and in what order, both in the Approval Assistance AI agent and the Approval Info Record widget. For more information, see Platform Approval assistance AI agent and Approval Info Record widget.
    AI behavior
    Defines whether an approval checklist is generated for records in a table, and how the AI searches through search sources to support decision-making.

    To define how a search query should be formed for checklist generation, configure the Service Portal Approval Configuration for a table.

    The sc_request and sc_req_item tables are preconfigured by default in Approval Configuration. For custom tables that go through the approval workflow, create an Approval Configuration record for each additional table. Without a configuration record for a custom table, the Approval Assistance AI agent uses default fields, which may not reflect the relevant information for that table.

    Table 1. Approval Configuration record fields
    Configuration Type Description
    *Name String The specific name of a table.
    *Table List Choose to configure additional tables to go through the approval workflow.
    Application Auto-populated Choose an application scope, such as Global or Now Assist Agent for Requester.
    *Active Check box Active is selected by default. If you clear the Active check box, then the configuration for this table will be disabled.
    Display Fields Configuration Tab This tab controls what information is shown to the approver, and in what order. The configuration applies to the Approval Assistance AI agent and the Approval Info Record widget. Select the fields from the configured table that you want visible to the approver. For example: Short description, Opened by, Requested for. Move fields between the Available and Selected lists, then use the arrows to set their display order.
    Note:
    The order you set here is also reflected in the Approval Info Record widget. Arrange fields in the priority order that makes most sense for your approvers.
    Gen AI Checklist & KB Search Tab This tab controls the AI behavior for the selected table, including the following:
    • Checklist generation. Whether and when an approval checklist is generated for records.
    • KB search. Which fields from the table are used to build the search query when retrieving relevant KB articles and policy document if other search sources are configured.

    Approval checklist

    The approval checklist is generated by the AI agent to help approvers make an informed decision. The checklist retrieves relevant KB articles and policies (if search sources are configured) based on the record details. The fields you select in the KB Search Fields section determine how the search query is formed.

    Table 2. Approval checklist options
    Option Behavior
    Always An approval checklist is generated by default for all records associated with the table.
    Never No records in the table will show an approval checklist.
    Conditionally An approval checklist is generated only when records meet the conditions you define. For example: Short description > starts with > Tuition reimbursement.

    KB Search Fields

    KB search fields define which fields from the configured table are used to build the search query when retrieving relevant KB articles and policies (from search sources). For example, if you select Short description, the AI uses the value of that field from the approval record to search for matching articles.

    Note:
    All fields available in the Approval Configuration can be used as KB search fields. Choose fields with values that are most likely to match the content of your articles.

    Configuring search sources for checklist generation

    In addition to KB articles, the approval checklist can draw from third-party sources such as Microsoft SharePoint, Google Drive, or a custom internal table. To enable third-party sources, configure the third-party application as a search source linked to your portal search profile. For more information, see Defining search sources.

    After the search source is configured, add the search profile and search source to the following system property: sn_na_req_agent.approval_checklist.search_profile_sources.

    Configuring the Approval Configuration record

    Configure fields and AI behavior for a table that goes through the approval workflow.

    Procedure

    1. Navigate to All > Service Portal > Approval Configurations.
    2. Modify an existing record.
      Select New.
    3. Select the Display Fields Configuration tab.
    4. Select Display fields.Approval Display fields.
    5. Move the display fields from the Available list to the Selected list.
    6. Use the arrows to change the order of the display fields.
      Note:
      The order of the display fields are also reflected in the Approval Info Record widget.
    7. Select the Gen AI Checklist & KB Search tab.
    8. In the Approval checklist, select one of the following options.
      ChoiceAction
      Always Approval checklist generated by default for the records associated with the selected table.
      Never No records show for an approval checklist.
      Conditionally Set conditions that the records must meet to generate the approval checklist. For example: Short description > starts with > Tuition reimbursement.
    9. Select KB search fields. Select KB search fields to show the available and selection fields.
    10. Move KB search fields from the Available list to the Selected list.Approval checklist and KB search fields.
    11. Select Update.