Flow Designer - Creating workflows

[michael_smith]

Hello. For some context, I am fairly new to creating workflows in ServiceNow. Our organization has historically used Workflow editor to create workflows, but our VP would like to see us transition to Flow Designer. I have played around with Flow Designer a bit, but I have hit a couple of roadblocks. I would like to mimic our workflows in flow designer, but have been unable to figure it out.

I need to create a flow where:

1. an SCTASK is created under the RITM (this part I have gotten)

2. the RITM is updated - I have been testing with assignment group and short description update. This is what I have set during failed testing:

    *Action - update Record

    *Record - Trigger - Service Catalog➛Requested Item Record

    *Table - Requested Item [sc_req_item]

    *Fields assignment group & short description

    * During testing the fields simply haven't been updating. I am unsure as to what I am missing here

3. Once the previous SCTASK is closed I need another SCTASK to open under this same RITM. During testing an orphan SCTASK has been created with no associated RITM.

Thanks in advance for any help that is provided.

[Sunny32]

It's great to hear that you're adopting the Flow Designer in ServiceNow.

Here are a few points that might assist in the transition:

1. Creating SCTASK under a RITM: It sounds like you've achieved this step.

2. Update the RITM: Ensure you are using the correct trigger record i.e., the specific Requested Item [sc_req_item] or RITM that you want to update, not the Trigger - Service Catalog. Also, verify that the user running the flow has the necessary permissions to update the requested item.

3. Create new SCTASK after the previous one is closed: As Flow Designer runs instantly on any trigger and won’t wait for the task to get closed, you need to use a "Flow" for when the task is created and another "Scheduled Flow" or "Scheduled Job" that opens a new task once the previous one is closed. There should be one wait for action.

Please ensure that you reference the correct parent (i.e., the RITM) when creating a new SCTASK to prevent orphan tasks. Store a reference to the RITM so that it can be used later to create new tasks. You can accomplish this by saving the RITM sys_id into a variable when the first SCTASK is created and then using that for the newly created SCTASK.

While Flow Designer has transformed business process automation in ServiceNow, few advanced customizations might still depend on the legacy Workflow editor. Therefore, transitioning could be a gradual process. Keep experimenting with the tool and ServiceNow community & documentation are always there as a great help for any roadblocks.

Remember, workflows can be complex and require some trial and error. Don't hesitate to use the debug logs and keep trying until you get the desired outputs. Good luck with your transition!