Should I Use Workflow, Process Flow, State Model or State Flow to customize Change Requests

[Mudit]

I want to Customize the Workflow for Change Requests. I want to add more states and define transitions for those. Also I want to create a workflow for the same.

ServiceNow offers an overwhelming number ways to do this. 

Should I use State Models or State Flow or Process Flow or Workflows for this? I am confused.

Also some tutorial links would help. 

[Marion de Groo1]

Hi Mudit,

You should use a Change Model for that: https://docs.servicenow.com/bundle/rome-it-service-management/page/product/change-management/concept/change-models.html

[Mudit]

Thanks! I'll Check it out

[Maik Skoddow · Accepted solution]

Hi @Marion de Groot 

at https://docs.servicenow.com/bundle/rome-it-service-management/page/product/change-management/task/t_... you will all instructions to add new states to the state model.

Regarding the Flow/Workflow Topic: 

If you are a ServiceNow beginner, I wouldn't change anything. The reason is the complexity. Behind the scenes, there is an ongoing shift from Workflows to Flows. At Rome a Workflow is triggered when a Change Request has no assigned Change Model (https://docs.servicenow.com/bundle/rome-it-service-management/page/product/change-management/concept...). But if a Change Request has a Change Model then a Flow is triggered.

I think Change Request offer enough configuration possibilities to meet all requirements and therefore don't touch the Workflows/Flows.

Let me know if you have any further questions.

Kind regards
Maik

[Maik Skoddow]

Hi @Marion de Groot 

In case you think I was able to answer your question, I would be happy if you mark the appropriate response as "correct" so that the question will appear as resolved for other users who may have a similar question in the future.

If not, please tell me what you are still missing!

Many thanks & kind regards
Maik