Mastering the Three-Strike Approval Process in ServiceNow: A Step-by-Step Guide
In today’s article, we’ll explore the three-strike approval process, a powerful and practical concept designed to streamline approvals and keep your workflows moving smoothly. Whether you’re a ServiceNow enthusiast or a professional looking to optimize your approval systems, this guide will walk you through implementing a flexible, automated process that ensures no request gets stuck in limbo.
By the end of this article, you’ll have a clear understanding of how to set up a three-strike approval process in ServiceNow, complete with real-world examples and actionable insights. Let’s dive in!
What is the Three-Strike Approval Process?
The three-strike approval process is a workflow designed to give approvers multiple chances to act on a request before the system escalates or rejects it. Here’s how it works:
Three Chances to Act: The approver receives three reminders to approve or reject a request.
Automated Escalation or Rejection: If the approver doesn’t respond within the defined time frame, the system either escalates the request to the next approver or rejects it automatically.
Ensures Workflow Continuity: This process prevents bottlenecks, ensuring that approvals don’t get stuck and your team stays productive.
Real-World Example Imagine you’re managing an IT service desk, and someone submits a request for a new laptop. The request goes to the manager for approval. If the manager doesn’t respond:
A reminder is sent after 24 hours.
A second reminder is sent after 48 hours.
A final reminder is sent after 72 hours.
If there’s still no response, the system escalates the request to the department head or rejects it automatically. This ensures that requests don’t fall through the cracks and keeps your team on track.
How to Implement the Three-Strike Approval Process in ServiceNow
Step 1: Set Up Event Registry and Notifications
To start, create an event registry for the approval process. For this example, we’ll use a single event called Three-Strike Approval.
Event Configuration: The event is tied to the "Approval" table and is triggered by the workflow.
Notification Setup: Create a notification linked to the event. While you can create separate notifications for each reminder, a single notification can suffice for simplicity.
Pro Tip: Customize the notification body to include relevant details, such as the request ID and approver’s name, for better clarity.
Step 2: Define Properties for Time Frames
Avoid hardcoding time frames in your workflow. Instead, define properties to make the process flexible and adaptable.
First Reminder: Set the time frame for the first reminder (e.g., 60 seconds for testing or 24 hours for production).
Second and Third Reminders: Define similar properties for subsequent reminders.
Grace Period: Add a grace period after the third reminder to allow one final chance before automatic rejection.
Example: For a one-minute interval, set the property to . For an hour, multiply by .
Step 3: Build the Workflow
The workflow is the backbone of the three-strike approval process. Here’s how to structure it:
Trigger Condition: The workflow is triggered when an approval request is created, and the approver field is not empty.
Run Script: Use a script to calculate time frames for reminders and store them in scratchpad variables.
Timers and Events: Add timers for each reminder (e.g., 60 seconds for testing). Trigger the Three-Strike Approval event after each timer expires.
Wait Conditions: Include conditions to check if the approver has acted on the request. If the state changes from "Requested," the workflow ends.
Grace Period and Final Action: After the third reminder, wait for the grace period. If the approver still hasn’t acted, set the request state to "Rejected."
Pro Tip: For a more personalized experience, create separate events and notifications for each reminder.
Why Use the Three-Strike Approval Process?
This process is a game-changer for organizations that rely on timely approvals. Here’s why:
Prevents Bottlenecks: Ensures that requests don’t get stuck waiting for approvals.
Improves Productivity: Keeps workflows moving, allowing teams to focus on high-priority tasks.
Customizable: Flexible time frames and notifications make it adaptable to any organization’s needs.
Conclusion
The three-strike approval process is a simple yet effective way to streamline approvals in ServiceNow. By automating reminders and defining clear escalation paths, you can ensure that no request is left unattended. This process not only boosts productivity but also enhances accountability within your team.
Call to Action
Did you find this guide helpful? If so, share it with your team and start implementing the three-strike approval process in your ServiceNow environment today! Have questions or ideas for future articles? Drop them in the comments below—I’d love to hear from you.
Let’s keep building workflows that work for you!
ServiceNow Developer || CSA || CIS-ITSM ||
4moVery helpful 👌
ServiceNow Consultant | 5xCIS (DISCO, SM, EM, HAM, ITSM) | ITOM | SACM | CMDB | CSDM
4moVery well articulated. Thanks for taking time and writing this one. Cheers.
Technical lead| PMP|Multi cloud certified|ServiceNow FunctionalLead/4x mainline Certifications-CSA, CAD, CIS-ITSM, CIS-HRSD- ITIL V4, SIAM. - Transforming the world of ITSM/HRSD/CSM-Now Assist
4moVery informative