Approval Summarization

Overview

This skill generates comprehensive approval summaries that give approvers the context they need to make informed decisions. It covers:

• Retrieving approval requests from sysapproval_approver with full request and item context
• Enriching approvals with requester profile data from sys_user including role, department, and manager
• Extracting variable values (form responses) from sc_req_item to show exactly what was requested
• Analyzing historical approval patterns from sc_request for similar requests
• Generating structured approval summaries with recommendation signals
• Identifying cost, risk, and compliance considerations for each approval

When to use: When approvers need a quick, comprehensive summary of pending approvals, when building approval digest notifications, or when creating approval dashboards with contextual data.

Value proposition: Reduces approval decision time by presenting all relevant context in a single view, decreases approval bottlenecks, and improves decision quality by surfacing historical precedent and risk factors.

Prerequisites

• Roles: approver_user, itil, or admin
• Access: Read access to sysapproval_approver, sc_request, sc_req_item, sc_cat_item, item_option_new, and sys_user
• Knowledge: Understanding of organizational approval policies and delegation rules

Procedure

Step 1: Retrieve Pending Approvals

Query for all approvals awaiting action by a specific approver or group.

Using MCP (Claude Code/Desktop):

Tool: SN-Query-Table
Parameters:
  table_name: sysapproval_approver
  query: approver=[approver_sys_id]^state=requested
  fields: sys_id,sysapproval,sysapproval.number,sysapproval.short_description,sysapproval.sys_class_name,state,approver,group,sys_created_on,due_date,expected_start,comments
  limit: 25
  order_by: sys_created_on

Using REST API:

GET /api/now/table/sysapproval_approver?sysparm_query=approver=[approver_sys_id]^state=requested&sysparm_fields=sys_id,sysapproval,sysapproval.number,sysapproval.short_description,sysapproval.sys_class_name,state,approver,group,sys_created_on,due_date,comments&sysparm_limit=25&sysparm_display_value=true

Get group approvals:

Tool: SN-Query-Table
Parameters:
  table_name: sysapproval_approver
  query: group=[group_sys_id]^state=requested
  fields: sys_id,sysapproval.number,sysapproval.short_description,state,group,sys_created_on,due_date
  limit: 25

Step 2: Retrieve Request and Requested Item Details

For each approval, pull the full request and item context.

Get the requested item details:

Tool: SN-Query-Table
Parameters:
  table_name: sc_req_item
  query: request=[request_sys_id]
  fields: sys_id,number,cat_item,cat_item.name,cat_item.short_description,cat_item.price,quantity,requested_for,requested_for.name,requested_for.department,requested_for.manager,opened_by,opened_by.name,stage,state,price,description
  limit: 10

Using REST API:

GET /api/now/table/sc_req_item?sysparm_query=request=[request_sys_id]&sysparm_fields=sys_id,number,cat_item,cat_item.name,cat_item.short_description,cat_item.price,quantity,requested_for,requested_for.name,requested_for.department,requested_for.manager,opened_by,opened_by.name,stage,state,price,description&sysparm_limit=10&sysparm_display_value=true

Step 3: Extract Variable Values (Form Responses)

Retrieve the specific answers the requester provided on the catalog item form.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sc_item_option_mtom
  query: request_item=[ritm_sys_id]
  fields: sc_item_option.item_option_new.question_text,sc_item_option.value,sc_item_option.item_option_new.name,sc_item_option.item_option_new.type
  limit: 30

Using background script for clean variable extraction:

Tool: SN-Execute-Background-Script
Parameters:
  description: Extract catalog variable values for RITM
  script: |
    var ritmId = '[ritm_sys_id]';
    var ritm = new GlideRecord('sc_req_item');
    ritm.get(ritmId);

    var variables = [];
    var opts = new GlideRecord('sc_item_option_mtom');
    opts.addQuery('request_item', ritmId);
    opts.query();

    while (opts.next()) {
      var option = opts.sc_item_option;
      var varDef = option.item_option_new;
      if (varDef) {
        variables.push({
          question: varDef.question_text.toString(),
          answer: option.value.getDisplayValue(),
          variable_name: varDef.name.toString(),
          mandatory: varDef.mandatory.toString() === 'true'
        });
      }
    }

    var result = {
      ritm_number: ritm.number.toString(),
      item_name: ritm.cat_item.getDisplayValue(),
      requested_for: ritm.requested_for.getDisplayValue(),
      department: ritm.requested_for.department.getDisplayValue(),
      variables: variables
    };

    gs.info(JSON.stringify(result, null, 2));

Step 4: Retrieve Requester Context

Gather relevant information about the person making the request.

Using MCP:

Tool: SN-Query-Table
Parameters:
  table_name: sys_user
  query: sys_id=[requested_for_sys_id]
  fields: sys_id,name,user_name,email,title,department,manager,location,cost_center,company,vip,active
  limit: 1

Using REST API:

GET /api/now/table/sys_user/[requested_for_sys_id]?sysparm_fields=sys_id,name,user_name,email,title,department,manager,location,cost_center,company,vip,active&sysparm_display_value=true

Step 5: Analyze Historical Approval Patterns

Find similar past approvals to provide precedent for the approver's decision.

Using MCP:

Tool: SN-Execute-Background-Script
Parameters:
  description: Analyze historical approval patterns for similar requests
  script: |
    var catItemId = '[cat_item_sys_id]';
    var departmentId = '[department_sys_id]';

    var history = {
      same_item_total: 0,
      same_item_approved: 0,
      same_item_rejected: 0,
      same_dept_total: 0,
      avg_approval_time_hours: 0,
      recent_approvals: []
    };

    // Same item across all departments (last 6 months)
    var ga = new GlideAggregate('sysapproval_approver');
    ga.addQuery('sysapproval.sys_class_name', 'sc_req_item');
    ga.addQuery('sys_created_on', '>=', gs.monthsAgoStart(6));
    ga.addJoinQuery('sc_req_item', 'sysapproval', 'sys_id')
      .addCondition('cat_item', catItemId);
    ga.addAggregate('COUNT');
    ga.addAggregate('COUNT', 'state');
    ga.groupBy('state');
    ga.query();

    while (ga.next()) {
      var state = ga.state.toString();
      var count = parseInt(ga.getAggregate('COUNT'));
      history.same_item_total += count;
      if (state === 'approved') history.same_item_approved = count;
      if (state === 'rejected') history.same_item_rejected = count;
    }

    // Recent approvals for same item
    var recent = new GlideRecord('sysapproval_approver');
    recent.addQuery('sysapproval.sys_class_name', 'sc_req_item');
    recent.addQuery('state', 'approved');
    recent.addQuery('sys_created_on', '>=', gs.monthsAgoStart(3));
    recent.addJoinQuery('sc_req_item', 'sysapproval', 'sys_id')
      .addCondition('cat_item', catItemId);
    recent.orderByDesc('sys_updated_on');
    recent.setLimit(5);
    recent.query();

    while (recent.next()) {
      history.recent_approvals.push({
        approved_by: recent.approver.getDisplayValue(),
        date: recent.sys_updated_on.getDisplayValue(),
        request: recent.sysapproval.getDisplayValue()
      });
    }

    history.approval_rate = history.same_item_total > 0
      ? Math.round((history.same_item_approved / history.same_item_total) * 100) + '%'
      : 'N/A';

    gs.info(JSON.stringify(history, null, 2));

Step 6: Generate the Approval Summary

Compile all gathered context into a structured summary.

Using MCP:

Tool: SN-Add-Work-Notes
Parameters:
  table_name: sysapproval_approver
  sys_id: [approval_sys_id]
  work_notes: |
    === APPROVAL SUMMARY ===

    REQUEST: REQ0045123 / RITM0067890
    ITEM: New Laptop Request - Performance Model (Dell Latitude 7640)
    PRICE: $1,800.00

    REQUESTER:
    - Name: John Smith (john.smith@company.com)
    - Title: Senior Software Engineer
    - Department: Engineering
    - Manager: Jane Doe
    - Location: Building A, Floor 3
    - VIP: No

    WHAT'S BEING REQUESTED:
    - Laptop Model: Performance (Dell Latitude 7640)
    - RAM: 32GB
    - Storage: 1TB SSD
    - Additional Software: Docker Desktop, IntelliJ IDEA
    - Business Justification: "Current laptop is 4 years old and unable to run containerized development environments. Build times exceed 30 minutes affecting productivity."
    - Replacing Existing: Yes (Asset Tag: LAP-2022-0456)

    HISTORICAL CONTEXT:
    - Same item ordered 47 times in last 6 months
    - Approval rate: 94% (44 approved, 3 rejected)
    - Engineering department: 18 orders (all approved)
    - Recent approvals: 3 in last 30 days by IT Director

    RISK ASSESSMENT:
    - Cost: Within standard budget threshold ($2,500)
    - Justification: Strong (productivity impact documented)
    - Precedent: Consistent with approval history
    - Compliance: Asset replacement documented

    RECOMMENDATION SIGNAL: Approve

Step 7: Batch Summarize Multiple Approvals

Generate digest summaries for approvers with multiple pending items.

Using MCP:

Tool: SN-Execute-Background-Script
Parameters:
  description: Generate approval digest for approver
  script: |
    var approverId = '[approver_sys_id]';
    var digest = { approver: '', pending_count: 0, total_value: 0, approvals: [] };

    var approver = new GlideRecord('sys_user');
    approver.get(approverId);
    digest.approver = approver.name.toString();

    var ga = new GlideRecord('sysapproval_approver');
    ga.addQuery('approver', approverId);
    ga.addQuery('state', 'requested');
    ga.orderBy('sys_created_on');
    ga.query();

    while (ga.next()) {
      digest.pending_count++;

      var ritm = new GlideRecord('sc_req_item');
      if (ritm.get(ga.sysapproval.toString())) {
        var price = parseFloat(ritm.price) || 0;
        digest.total_value += price;

        digest.approvals.push({
          approval_id: ga.sys_id.toString(),
          request_number: ritm.request.getDisplayValue(),
          ritm_number: ritm.number.toString(),
          item: ritm.cat_item.getDisplayValue(),
          requested_for: ritm.requested_for.getDisplayValue(),
          department: ritm.requested_for.department.getDisplayValue(),
          price: price,
          waiting_since: ga.sys_created_on.getDisplayValue()
        });
      }
    }

    digest.total_value = '$' + digest.total_value.toFixed(2);
    gs.info(JSON.stringify(digest, null, 2));

Tool Usage

MCP Tools Reference

Tool	When to Use
SN-Query-Table	Query approvals, requests, items, variables, and user profiles
SN-Get-Record	Retrieve individual approval or request records
SN-Natural-Language-Search	Find requests or items by description keywords
SN-Execute-Background-Script	Batch analysis, historical patterns, digest generation
SN-Add-Work-Notes	Post approval summaries to approval or request records

REST API Reference

Endpoint	Method	Purpose
/api/now/table/sysapproval_approver	GET	Query pending approvals
/api/now/table/sc_request	GET	Retrieve parent request details
/api/now/table/sc_req_item	GET	Get requested item details and variables
/api/now/table/sc_cat_item	GET	Look up catalog item definitions
/api/now/table/sc_item_option_mtom	GET	Extract variable values from requests
/api/now/table/sys_user	GET	Get requester profile information

Best Practices

• Include business justification prominently: The justification variable is the most important field for approvers; always surface it first
• Show total cost clearly: Include item price, quantity, recurring costs, and any variable-based pricing
• Provide historical context: Approval rate and precedent data significantly reduce decision uncertainty
• Flag anomalies: Highlight when a request is unusual (first-time item, exceeds typical cost, VIP requester)
• Calculate wait time: Show how long the approval has been pending to create urgency awareness
• Group by priority: Sort digest approvals by age, cost, or business criticality rather than creation date
• Respect data access: Only include information the approver has permission to view
• Automate digests: Schedule daily or twice-daily approval digest generation for managers with high approval volumes

Troubleshooting

Variable Values Not Found

Cause: The sc_item_option_mtom join is not returning expected variable values Solution: Some items use sc_item_option directly. Try querying sc_item_option with request_item=[ritm_sys_id] instead. For older requests, variables may be stored differently.

Approval Record Shows Wrong Request

Cause: The sysapproval field on the approval record may reference a request (REQ) rather than a requested item (RITM) Solution: Check sysapproval.sys_class_name to determine whether the approval is linked to sc_request or sc_req_item, and adjust your joins accordingly.

Historical Data Incomplete

Cause: Old approval records may have been archived or purged Solution: Adjust the date range in historical queries. Check if the instance uses table rotation or archiving on sysapproval_approver.

Requester Department Not Populating

Cause: The department field on the user record is empty Solution: Fall back to company or cost_center for organizational context. Check if the user's manager chain can provide department information.

Examples

Example 1: Single Approval Summary

Input: "Summarize approval SYSAPPR0012345"

Output: A structured summary including request details, requester profile, variable values, historical approval rate for the same item, and a recommendation signal based on precedent and policy compliance.

Example 2: Daily Approval Digest

Input: "Generate an approval digest for manager Jane Doe"

Output:

APPROVAL DIGEST - Jane Doe
Date: 2026-03-19
Pending Approvals: 4
Total Value: $7,450.00

1. REQ0045123 / RITM0067890 - New Laptop ($1,800) - John Smith, Engineering - 2 days pending
2. REQ0045130 / RITM0067897 - Software License x5 ($2,500) - Lisa Park, Marketing - 1 day pending
3. REQ0045135 / RITM0067902 - Conference Travel ($2,400) - Mike Johnson, Sales - 4 hours pending
4. REQ0045138 / RITM0067905 - Desk Phone ($750) - Sarah Kim, HR - 1 hour pending

Example 3: High-Value Approval with Risk Flags

Tool: SN-Get-Record
Parameters:
  table_name: sysapproval_approver
  sys_id: [approval_sys_id]

# Result analysis flags:
# - Cost exceeds $5,000 threshold (requires VP approval)
# - First time this item has been ordered by this department
# - Requester is a contractor (non-FTE)
# - No business justification provided (mandatory field bypass)

Related Skills

• catalog/approval-workflows - Configure approval routing rules
• catalog/request-fulfillment - Post-approval fulfillment processing
• catalog/item-creation - Catalog item setup and configuration
• catalog/catalog-item-generation - Generate items from descriptions
• admin/workflow-creation - Build approval workflow logic