I have been put on to 2 projects recently and they have remarkebly similar requirements. One customer has had ServiceNow for many years, the other is just starting out. Customer 1 - Telco This customer has 2 prod instances, both domain separated. One of them is many years old and has a lot of custom...

Introduction A customer had a critical, finance related request type that needs fast approval and is subject to audit. If they cannot contact the approver in time, they need to get approval from someone else. This is how we provided a solution in the form of a user story. User Story As a financial s...