what does Case request uses workflow or flow designer ?

[Pavan Kumar28]

Hi All,

Can anyone please let me know whether a case request follows Flow Designer or Workflow ?

Regards,
Pavan.

[Robbie]

Hi @Pavan Kumar28,

The core life cycle of a CSM (Customer Service Management) case does not follow a workflow or a flow. (That's why if you're searching via the Workflow Editor or Flow Designer you can't see one).

The core lifecycle is controlled predominately via UI Actions on the form with some underlying business rules to support the UI Actions.

In addition, there's a 'Process Flow' sometimes or traditionally referred to as a formatter which displays the Process flow and states.

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Thanks, Robbie

[Pavan Kumar28]

Hi @Robbie ,

Thanks for your response, by any chance can I get any product document for the same which you mentioned on above.

Regards,
Pavan.

[Robbie]

Hi @Pavan Kumar28,

I don't believe the process 'control' is documented by ServiceNow. (Similar to Incident or Problem which also do not follow a Workflow OOB - Out Of Box), or not that I've seen.

If you have admin access to a Dev instance or PDI (Personal Dev Instance), you'll be able to confirm what I've said by reviewing the UI Actions (form Buttons) and associated Business Rules.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie