Custom Change Request Process Flow in Service Operations Workspace Not Working

SNOW VNAY
Tera Contributor

3 weeks ago

Hi Everyone,

I am trying to implement a custom Change Request process flow in Service Operations Workspace (SOW) similar to the process flow available in the Native UI.

I added the custom process flow to the Change Request record in SOW. However, when I test by creating a Normal Change Request, the process flow does not follow the expected stages. Instead, the flow automatically closes or completes without progressing through the defined stages.

I would like to understand:

  1. Is it possible to use a custom Change Request process flow in Service Operations Workspace?
  2. Are there any additional configurations required for SOW to recognize and display the process flow stages?
  3. Does SOW support custom process flows for Change Requests as a best practice?
  4. Should the process flow be configured differently in Workspace compared to the Native UI?
  5. Has anyone successfully implemented a custom Change Request process flow in SOW and can share the recommended approach?

Any guidance or best practices would be greatly appreciated.

Thank you!

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2 REPLIES 2

abirakundu23
Giga Sage

3 weeks ago

Hi @SNOW VNAY ,
Please find the below reponse.

  1. Is it possible to use a custom Change Request process flow in Service Operations Workspace?
    -> Yes, it is possible to use custom Change Request process flow in Service Operation Workspace.
  2. Are there any additional configurations required for SOW to recognize and display the process flow stages?
    -> Please check process flow if it's differ from OOB configuration.

  3. Does SOW support custom process flows for Change Requests as a best practice?

    -> Yes, SOW support custom process flows for Change Requests as a best practice.

  4. Should the process flow be configured differently in Workspace compared to the Native UI?
    -> No, its same as Workspace and Native UI.

  5. Has anyone successfully implemented a custom Change Request process flow in SOW and can share the recommended approach?

    -> Please check the configuration OOB and custom wise, it should works.


Please mark helpful &  correct answer if it's worthy for you.

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SNOW VNAY
Tera Contributor

3 weeks ago

Thank you for the response.

I have reviewed the configuration in both Native UI and Service Operations Workspace, and everything appears to be configured similarly. However, the custom Change Request process flow is still not working as expected in SOW.

Could you please provide:

  • A step-by-step implementation guide for configuring a custom Change Request process flow in Service Operations Workspace.
  • Any Knowledge Base articles, documentation, or videos that explain the setup and troubleshooting process.
  • Any recommended best practices or additional configurations that need to be checked.

If possible, would you be available for a quick call or screen-sharing session to help review the configuration? Your guidance would be greatly appreciated.

Thank you for your support.

Kind regards,
Vinay

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