Actionable notifications for approvals in ITSM Virtual Agent
Summarize
Summary of Actionable notifications for approvals in ITSM Virtual Agent
ITSM Virtual Agent provides actionable notifications to keep employees informed about approval requests related to their IT Service Management processes. These notifications enable approvers and requesters to respond directly within the Virtual Agent chat, streamlining the approval workflow. To utilize these notifications, customers must activate them in Workflow Studio.
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Key Features
- Approval requests for requested items: Notifications are sent to approvers of Service Catalog item requests. Approvers can view details, approve, reject, or skip notifications directly in the chat, and add comments when rejecting.
- Approval requests for change requests: Notifications notify the end user (requester or approver) about change approvals needed. Actions include approve, reject, view details, or skip.
- Knowledge Base (KB) article approvals: Notifications alert end users when KB article approvals are requested, allowing approve, reject, view, or skip actions.
- Other approvals for non-task records: For approvals involving records like KB articles, approvers receive notifications with options to view details or skip.
- Request approval reminders: Approvers receive reminders about pending Service Catalog requests, with options to view or skip.
- Request approved or rejected notifications: Requesters are notified when their Service Catalog requests are approved or rejected, with an option to view details or skip.
- Task approval notifications: Approvers are notified about newly created tasks needing approval, excluding Change, Standard Change, Requests, and Requested Items.
Configuration and Customization
Admin users can customize the fields displayed in approval notifications by duplicating the showapprovaldetails topic and editing the approvaldefaulttaskfields script variable. For non-task tables without configured fields, notifications provide a link to the record instead of detailed fields.
Practical Benefits
These actionable notifications enable ServiceNow customers to accelerate approval processes by allowing approvers and requesters to interact with approval requests directly through Virtual Agent conversations. This reduces the need to navigate away from chat and improves response times for approvals and rejections, enhancing operational efficiency and user experience.
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.
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).