Hello together,
I've seen that ServiceNow has now converted the "HR Service Activity" logic into a flow instead of the old workflow. Personally speaking, I'd love to see a condition in there as well as this would not be a larger configuration. However, my question is something different.
The check for the "Service Activities" is based on the Order as you can see on the following screenshot:
However, if the order of an HR Service would have been changed and there is still an open case for a given HR Case, it would fail. I was wondering how I could address this as Xanadu is not yeat live?
Cheers,
Julian
Hi Julian,
Thanks for noticing this, I had missed that this is a new thing in Xanadu.
Based on your post I had a look at it, and I assume what you mean is that later in the flow there is a "Generate Service activities" action inside a for loop, that actually takes the order from the previous action you have depicted. While inside the flow context, the orders are still "valid", when the action does a look-up, it may fail to find the respective service activity.
I don't have a good solution for this. You could of course get the missing services triggered manually (e.g. by running the "Generate Service activities" action manually with the updated order) on a case by case base, but otherwise this is something to be fixed indeed inside the sub-flow/action to account for potential changes in order (or maybe not rely on order at all - especially that activities can have the same order).
Even though Xanadu is not in GA yet, I a sure feedback is welcome by the product teams. I think your best bet would be to create a case for support directly as a customer, i.e. via https://support.servicenow.com/.
Hi Julian,
Thanks for noticing this, I had missed that this is a new thing in Xanadu.
Based on your post I had a look at it, and I assume what you mean is that later in the flow there is a "Generate Service activities" action inside a for loop, that actually takes the order from the previous action you have depicted. While inside the flow context, the orders are still "valid", when the action does a look-up, it may fail to find the respective service activity.
I don't have a good solution for this. You could of course get the missing services triggered manually (e.g. by running the "Generate Service activities" action manually with the updated order) on a case by case base, but otherwise this is something to be fixed indeed inside the sub-flow/action to account for potential changes in order (or maybe not rely on order at all - especially that activities can have the same order).
Even though Xanadu is not in GA yet, I a sure feedback is welcome by the product teams. I think your best bet would be to create a case for support directly as a customer, i.e. via https://support.servicenow.com/.
Hi @Laszlo Balla,
Yes, that is exactly what I meant. In theory, you could store the sys_id of the different HR Service Activities in the beginning (in the same array as the order) and search them up based on that. On the other side, if someone changes anything in the HR Service configuration and you still have an open HR Case you might end up in a weird scenario.
I.e. "changing the assignment group of the 4th activity", or changing the order.
The subflow would not fail if the order changed of a Service Activity, but simply not find it and don't do anything.
I'd think the only way to "entirely" overcome this would be to store the entire "Service Activity Configuration" in the context of the flow and run int entirely based on that. But I'm unsure of the Performance impact of that in large scale applications.
Additionally, with this flow I'd personally consider to include a "Condition" field - which I've raised in the past as an idea but got never really far with it - maybe the idea is not as good as I think. 🙂
But it would look something like and being evaluated in the flow.
Maybe in the end this is rather a question of "How should you handle your HR Services?" and whom ever is changing configuration there is thinking before acting. On the other side, for LE Cases you do get the information that there are "cases running" and it is stored in the workflow itself afaik (but I'm not entirely sure of that).
Thanks for the exchange! Unfortunately, I'm no longer a customer. Hence, currently no chance of raising a support case.
Cheers,
Julian
