Why is my Flow not triggered when the catalog item is ordered?

Dave114 · ‎05-23-2019

in London, I have activated the flow designer support for the Service Catalog plugin, but after clicking "order now" on a catalog item configured to use a flow as its process engine, the flow is not triggered.

Instead, the submitter is redirected to the REQ that was generated by the RITM. Seems to be default behavior for this old instance.

Any idea what would keep the flow from being triggered or where to look for the origin of the redirection to the REQ?

I know that is not much to go on, I dont know what info is needed to troubleshoot.

Thanks.

Dave114 · ‎05-27-2019

A coworker found a business rule that triggers the Flow for the requested item table: Start FlowDesigner Flow.

I found a useful blog, Which came first, the Request or the Requested Item?, by Christopher.

Although the blog is 3 years old and discusses workflows, it helped me understand all the moving parts needed to trigger the flow from a catalog item.

We had a few customizations that added some complications, but the crux of it is that the Requested Item needs to be in the request_approved stage.

After modifying our custom business rule and workflow, I can now trigger my flow from a Catalog Item.

View solution in original post

apjohn2 · ‎12-07-2023

Just to share my tale here: I am using Flow Designer to catch inbound emails and generate a Request. This is a case where we are currently using an Inbound Email Action (IEA) to trigger a Request/Requested Item. The source email and its contents are changing, so I'm simply tryin to replacing that IEA w/ a Flow to kick things off.

I'm still working out some functionalities but the basic Flow steps that weren't working were:

Email trigger w/ specific Subj and User ('from' email addr).
Create a REQ...
Create a RITM...

Result ✖️: REQ and RITM are inserted but the Workflow never runs.

After reading your response and that blog you linked to, I simply changed the order of record creation to this:

Email trigger w/ specific Subj and User.
Create a RITM...
Create a REQ...
Update the RITM to set the REQ from step 3 as the parent (sc_req_item.request field).

Result ✔️: REQ and RITM are inserted and the Workflow runs! 😁

All that to say: Hope this helps and thank you @Dave114 for the help!

Michael190 · ‎09-19-2019

I just wanted to add that I came across an instance that was upgraded from an old "ServiceNow Express" instance and was missing the default workflow that runs on Request (sc_request) which ultimately sets the RITM into the 'request_approved' stage. Thanks for the help!