As ServiceNow environments grow, organizations often end up with dozens or even hundreds of catalog items that require different approval groups. A common approach is to create separate flows or workflows for each catalog item, which quickly becomes difficult to maintain and scale.

 

While reviewing a customer implementation that used custom approval fields on catalog items, similar to the Out-of-Box Fulfillment Group pattern, I identified a simpler and more scalable solution using Decision Tables.

By externalizing approval routing logic into a Decision Table, we can maintain a single reusable Flow Designer process while allowing approval assignments to be managed through configuration rather than workflow development.

 

The Traditional Approach

Many organizations implement approval routing like this:

• Catalog Item A → Workflow A → Approval Group A
• Catalog Item B → Workflow B → Approval Group B
• Catalog Item C → Workflow C → Approval Group C

The Decision Table Approach

Instead of creating multiple workflows, we can use a single reusable flow and let a Decision Table determine the correct approval group.

 

How It Works

Step 1: Pass the Catalog Item

The catalog item is passed as an input to the Decision Table.

 

Example Input:

Input
Catalog Item Name

 

Step 2: Evaluate the Decision Table

The Decision Table contains mappings between catalog items and approval groups.

 

Catalog Item	Approval Group
VPN Access	Network Security
Active Directory Access	Identity Management
Database Access	DBA Team
Production Deployment	CAB Approval

 

Step 3: Return the Result

The Decision Table returns the appropriate approval group.

 

Input:

VPN Access

 

Decision Table Result:

Network Security

 

Returned to Flow:

Network Security Group

 

Step 4: Generate Approval

The common flow uses the returned value to create approval tasks.

 

Flow

│

├── Call Decision Table

│

├── Get Approval Group

│

└── Generate Approval Record

 

Going Beyond a Single Approval Group

One of the most powerful features of Decision Tables is the ability to return multiple outputs.

 

For example:

Catalog Item	Approval Group 1	Approval Group 2	Fulfillment Group
VPN Access	Security Team	Manager Approval	Network Team
Database Access	DBA Lead	Security Review	DBA Operations
Production Deployment	CAB	Application Owner	Release Team

 

A single Decision Table can drive multiple routing decisions simultaneously.

Benefits

1. Reduced Flow Complexity

Instead of maintaining dozens of flows, organizations can maintain one reusable process.

 

2. Configuration Over Customization

Business owners can update routing rules without modifying flow logic.

 

3. Improved Scalability

Adding a new catalog item requires:

 Add a Decision Table row

 

Instead of:

 Clone a workflow

Modify logic

Retest routing

When Should You Use This Pattern?

This pattern works particularly well when:

•  Approval routing is based on catalog item
• Approval groups change frequently
• Multiple catalog items share common process logic
• You want to reduce workflow proliferation
• Business teams maintain approval mappings

It may be less beneficial when approval logic depends on highly complex contextual conditions that require extensive branching.

Final Thoughts

Decision Tables are often viewed as a business rules engine, but they can also be a powerful architectural tool for simplifying ServiceNow process design.

 

By moving approval routing logic out of flows and into configurable Decision Tables, organizations can:

• Reduce workflow sprawl
• Simplify maintenance
• Improve scalability
• Enable configuration-driven routing
• Create reusable Flow Designer solutions

The result is a cleaner architecture that is easier to support, easier to govern, and far more adaptable as the catalog grows.

 

 

 

Have you used Decision Tables to simplify approvals, fulfillment routing, assignment groups, or other process decisions? Share your use cases in the comments.

 

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_ Happy automating! _

_ Bharath Manne _