Approvals in ServiceNow

 

User Criteria vs Manager vs Group (What’s the Difference?)

Approvals are the backbone of service delivery in ServiceNow.

Whether it’s:

  • Access request

  • Laptop provisioning

  • Budget approval

  • HR request

Understanding how approvals work is essential for proper implementation.

But many developers get confused between:

  • User-based approvals

  • Manager approvals

  • Group approvals

  • User Criteria

Let’s break it down clearly.

How Approvals Work in ServiceNow

https://www.servicenow.com/community/s/cgfwn76974/attachments/cgfwn76974/developer-forum/256406/2/Community-Pasted-Attachment-1652450200806.png

When a request is submitted:

REQ → RITM → Approval → Task Creation

Approval must complete before tasks proceed (if configured).

1️⃣ Manager Approval

This is the most common approval type.

Used when:

The requester’s manager must approve.

ServiceNow automatically checks:
Requested For → Manager field (on user record)

Example

Employee requests software
Manager must approve before provisioning

Key Point

If user has no manager defined → approval fails.

2️⃣ Group Approval

Used when approval must come from a team.

Example:
IT Security Team approval required.

You configure:
Approval → Assignment Group

Behavior Options

  • Anyone approves → approved

  • All must approve → approved

Important to define correctly.

3️⃣ User-Based Approval

Specific individual must approve.

Example:
Finance Director approval for purchases above $5000.

Configured by directly selecting a user.

Best for role-based authority.

4️⃣ What is User Criteria?

Many confuse User Criteria with approval.

User Criteria does NOT approve requests.

It controls:

  • Who can see catalog items

  • Who can submit requests

It is an access control mechanism, not an approval process.

Quick Comparison

FeatureManagerGroupSpecific UserUser Criteria
Based on user manager✔✖✖✖
Based on team✖✔✖✖
Specific individual✖✖✔✖
Controls visibility✖✖✖✔
Approval process✔✔✔✖

Common Mistakes

  1. Using User Criteria instead of approval

  2. Forgetting to define manager field

  3. Not configuring group approval type

  4. Approval stuck because of wrong role

Best Practice Rule

Manager approval → Hierarchy control
Group approval → Operational validation
User approval → Executive decision
User Criteria → Access filtering

Conclusion

Approvals ensure governance and compliance.

Choosing the correct approval type ensures:

  • smoother workflow

  • fewer stuck requests

  • cleaner process

Understanding approval logic is critical for ServiceNow developers and administrators.


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Technologies covered include Java, Spring Boot, PL/SQL, CMS, Azure, and workflow automation (jBPM, Camunda BPM, RHPAM).


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