Launch Updated Workflow on Existing RITMs

[kevinthury]

We are about two months into using ServiceNow at our organization.   After using and identifying enhanced capabilities, our users are asking for updates to existing workflows to make their work easier and more automated.

We have updated a particular workflow and confirmed working in our Test instance.   I am being asked if there is a way to incorporate or tie that newly updated workflow to existing records in Production.   From what I can tell, when a REQ/RITM is created, the same version of the workflow follows that record to completion.

Is there a way to replace the workflow with the new version?

[randrews]

not really no...

when an item is created the existing workflow is copied into a "Workflow context" on the workflow context table <this table is not cloned which is why cloned over records don't behave properly>

this is done so that changes to the workflow do NOT modify inflight items.. doing so might result in them coming to a decision block that doesn't have the right variables etc for the decision to be made and result in highly questionable behavior...

if you feel you HAVE to use the new workflows what i would probably do is write a fix script that will create a new request for all of the items that are open.. and cancels the existing items out... this WILL result in them having to be re-approved etc and would have to be EXTENSIVELY tested.. to test this when you create the loop to loop through open items of that type use an IF instead of a while.. that way each iteration only does ONE item... then when you are sure it is right you can flip it to a while...

IMHO best practice is to let all in flight items continue as is... or have the USERS cancel them and open a new one from the catalog... this sets the stage moving forward so the customers understand the impact and delay of when things are pushed and take effect...   we have a regular meeting with our fulfillment groups just prior to a release where we cover all changes... we emphasize here that any workflow changes will ONLY take effect on items submitted AFTER the release date and they have come to understand why.

[Ziaur Rahman1]

Hi Kevin

This link might be helpful for you.

How do you cancel workflow and restart a new version on a request

Thanks

Ziaur Rahman