OOB Service Catalog Request Workflows Missing

[robinsamberg]

Hi all,

I am experiencing the issue listed here:  https://hi.service-now.com/kb_view.do?sysparm_article=KB0687119  

I have a dev and a prod instance.  I need to know what, if any, repercussions there may be if I follow the instructions in the KB article, and enable demo data on my dev instance for the "Workflow Authoring Tools" plugin specified?  I need to get the ctalog request workflows back so I can start working with them, but I'm not sure about the demo data and what else it may affect.  

The only other option would be to somehow get all of the workflow-related files out of my personal developer instance (which is still in an OOB state) and import them to my regular dev instance, but I can't seem to find a definitive way to do that.  From what I've found so far, there's no easy way to do it, since there are many different files involved.  

Thoughts?

Thanks very much!

[Mike Patel]

go to wf_workflow_version.list and search for the workflow that you are missing. Check if it's there. It might be unpublished.

[Michael Ritchie]

Robin, that plugin has a ton of stuff in it - 785 items.  Use this URL in your personal developer instance to see everything:

https://INSTANCENAME.service-now.com/sys_metadata_list.do?sysparm_query=sys_package%3D797a700a4fb70300d1676bd18110c7ed

Meanwhile you are after a 6 example workflows which honestly I don't find that useful.  Plus if you edit them then you will be dealing with upgrade conflicts.  I would suggest just recreating them in your dev instance based on the examples from your PDI.

If you find this post or any useful please mark it as helpful or the correct answer to your question so others viewing may benefit.

[robinsamberg]

@Mike Patel:  Did that - they're not listed at all, but thanks for the suggestion!

@Michael Ritchie:  Thank you very much - that is good to know. Chances are they would have been edited anyway.

I appreciate your time!

[Michael Ritchie]

One important thing to know about request is that the Request (sc_request) approval status is important.  What I mean by this is the Requested Item (sc_req_item) workflow that is defined in the catalog item will NOT kick off until the parent Request (sc_request) is approved.  This is done via a business rule called "Cascade Request Approval to Request Item" that runs on the Request (sc_request) table after its approved.

I mention this because I lost several hours trying to figure out why my catalog item workflows were not launching.  Come to find out I had inactivated the "Service Catalog Request" out of the box workflow because I didn't need it.  Since that was disabled, and in your case you don't have it, the request was never marked approved, thus this business rule didn't run.

So please make sure that make the requests approve some how as I don't want you to lose hours of time like me.