Issue for manager approval in servicenow IDN catalog connector

[kumarsh9742 (hemanth s)]

Hi All,

we are facing issue in approval when manager is requesting the Roles for His team.
the request is directly getting cancelled and is not moving to the fulfillment stage.

my analysis says that we have one approval script in workflow which sets the approvers. but as the request by is same as approver it is returning null. because of this the the auto reject activity is rejecting it can you please help me if i am missing while configuring it.
approval def configured as below

Approval rule as below

variable in RITM

Comments ss

@mcheek i am missing something here

[mcheek (Mark Cheek)]

Are you the same user who posted this thread under a different username?

Servicenow sailpoint IDN App provisioning issue

Hi All, Hope Your Doing Well!!! we have configured the the connection BTW IDN and SNOW via APP. i have one query like… we have decided to have approval in SNOW. i know we have to configure the Approval Definition and Approval rules. but how to use them if we want to configure for multilevel approval. for example for one role there should be 3 level of approvals first role owner once he approve it should go for approval to manager and once he approve it should go for group approval. All 3 ap…

[mcheek (Mark Cheek)]

To me that suggests that the user selected either

1. Does not have a manager defined
2. Has a manager that is not active
3. The manager is the same user as the user in the opened_by field

[kumarsh9742 (hemanth s)]

Hi Mark

Hope your doing well!!

Yes the manager is the person who has requested the role for his team mates under him.
i know this because of the code which it is returning null and hence it is getting auto rejected in workflow…

but i want to know that manager can request for his team right and this should go to fulfillment skipping the approval and not reject right correct me if i am wrong?

[mcheek (Mark Cheek)]

This is a complaint about this feature I mentioned here. You can in theory make this work by checking the “Auto Approve Enabled” box at the bottom of the setup page under “SailPoint IdentityNow for Service Catalog → Setup”

Note that in your case here, it will escalate the approval to the next manager up. Meaning if Person A is the manager of Person B and requests access for Person B, the manager approval step will escalate to Person A’s manager, Person C. EDIT: this is incorrect, see my corrected post below.

Again, I don’t like how this works because I feel like it’s trying to solve an issue that doesn’t exist.

[kumarsh9742 (hemanth s)]

thank you Mark this helped me…but it actually instead of going to the person c it went to the same manager which is again wrong i feel … but yeah at least it did not reject.

[mcheek (Mark Cheek)]

I re-read the function and it looks like it will keep the same user if you check that box

Only if the box isn’t checked will it escalate to the next level up

[kumarsh9742 (hemanth s)]

thank you mark !!! for the help