Service Catalog Request Workflow

[giuseppefalcone]

Hello everyone!

I wanted to get some additional information regarding the Service Catalog Workflow that comes out-of-the-box with ServiceNow demo data.

This workflow is tied to the "Asset Approver > 1000" group, which automatically approves requests (REQ) with a price < 1000; otherwise, it requires approval from that group.

If this workflow is removed, no REQs get approved anymore, which prevents the associated RITM from being created, along with the related Flow (e.g., one created via Flow Designer).

This has been thoroughly covered by Mark Roethof here:
Removing Demo Data Removes Service Catalog Workflows

But where can I configure the association of the "Service Catalog Request" workflow?
For example, if I wanted to link a different workflow to all newly created REQs, where would I set that?

Thanks!

[Robert H]

Hello @giuseppefalcone ,

If you want don't need that approval based on the price you could simply update the workflow and remove the activities highlighted in red:

Regards,

Robert

[Shree_G]

Hello @giuseppefalcone ,

The workflow/flow that you select for in the Service Catalog "Process Engine" section of catalog Item will be applicable.

[giuseppefalcone]

Thanks, everyone, for your responses!

My idea was to check if it's possible to duplicate the "Service Catalog Request" workflow, rather than modifying the OOTB one directly. The goal would be to use the duplicated version while removing or modifying approval steps, without altering an out-of-the-box record.

However, once duplicated, where is it associated with REQs?

I know that Catalog Items have fields for Flow, Workflow, and Execution Plan, but I've noticed that the first one triggered is always the "Service Catalog Request" workflow. Only after that, the Flow/Workflow defined at the Catalog Item level is executed within the RITM

[Shivalika · Accepted solution]

Hello @giuseppefalcone 

You don't need to attach it anywhere to work for Request level, in the workflow if the condition matches it will automatically execute for REQ level. So, what you can do here, is copy the existing flow, make the modifications, validate it. And "Deactivate" the OOB workflow, then from next time it will take up your custom flow for running. 

Refer the below article for reference - Solved: How a service catalog workflow can be attached - ServiceNow Community

Service Catalog and Workflow Overview - Support and Troubleshooting

I hope this answered your query. 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

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[Ankur Bawiskar]

@giuseppefalcone 

you can duplicate but as per my 1st response to your question, you should have only 1 Published workflow on sc_request table

If you want different workflow to get attached to REQs for some specific catalog items, I doubt you can achieve that.

check this link

Override" the default workflow with custom one - "Service Catalog Request" 

If my response helped please mark it correct and close the thread so that it benefits future readers.