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

Mudit · ‎01-14-2022

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.

Maik Skoddow · ‎01-14-2022

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

View solution in original post

Marion de Groo1 · ‎01-27-2022

Hi Mike,

I wasn't the one with the question, that was Mudit!

Kind regards,

Marion

Mudit · ‎01-27-2022

Thanks for the answer @Maik Skoddow

The SN Nerd · ‎01-27-2022

It depends.

For a new implementation, Change models are the most recent configuration and provide the greatest flexibility and use of modern utilities such as Flow Designer.

For an existing instance, it would depend on what is already in place. Depending on the scope of change, backlog and roadmap, it may or may not be worth migrating to Change Models.

ServiceNow Nerd
ServiceNow Developer MVP 2020-2022
ServiceNow Community MVP 2019-2022