Replacement Flow for "Service Catalog Request" OOTB Workflow? (Zurich Release)

[SwarnadeepNandy]

Hello everyone,

I'm a bit confused about the migration of out-of-the-box (OOTB) workflows to Flows in the latest ServiceNow releases. I'm aware that ServiceNow has been actively converting many of the standard workflows, which is a great initiative.

I've been looking for the Flow-based replacement for the "Service Catalog Request" workflow, which is a key component for managing requests (REQ) and runs on the sc_request table. While I've seen announcements and documentation (KB2077859.) about the migration of other OOTB workflows, I can't seem to find a parallel Flow for this specific one.

I've recently upgraded my PDI to the Zurich release and tested a catalog item submission. The original "Service Catalog Request" workflow is still the one getting triggered, not a new Flow.

My question is:

1. Is there an OOTB Flow designed to replace the "Service Catalog Request" workflow?

2. If so, what is the name of this Flow?

3. How do I activate or switch to this new Flow so that it triggers on the sc_request table instead of the legacy workflow?

Any insights would be greatly appreciated. Thank you!

Kind Regards,

Swarnadeep Nandy

[kaushal_snow]

Hi @SwarnadeepNandy 

While ServiceNow is gradually transitioning internal legacy workflows to Flow Designer, the Service Catalog Request workflow hasn't yet been replaced by Zurich (They are still using the same OOTB REQ workflow and no Flow yet). If you intend to move away from legacy workflows, you'll need to build and assign your own Flow. Those custom Flows only apply to new requests, existing ones continue under the original workflow, ensuring seamless transitions.

Check this out: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2077859

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[Ankur Bawiskar]

@SwarnadeepNandy 

the KB does talk about this.

Not sure, try getting another PDI on Zurich or may be it's available with some patch onwards

If my response helped please mark it correct and close the thread so that it benefits future readers.

[SwarnadeepNandy]

Hi @Ankur Bawiskar ,
Thanks for your response.
I have tried with my 2 Zurich based instances but its triggering the same old workflow, hence wanted to know expeirence of other people if they have seen it migrating to flow.
Because the KB does talk about migrating the workflow. And as you know, its a very crucial workflow for all RITMs created.
Thanks,
Swarnadeep Nandy

[Ankur Bawiskar]

@SwarnadeepNandy 

Did you find that flow in your instance?

If not then it's not there.

I have heard people saying in Zurich features blog that this is available but it's strange that it's not.

If my response helped please mark it correct and close the thread so that it benefits future readers.