Flow issues- Flow not being used

[LATimC]

All, 

I hope that you can assist with this issue. I have created and assigned flows to my catalog items. However, when someone submits a request it is not using that flow and using a generic flow. How can I force to use the flow assigned to that item. It is causing some headache and could lead to audit concerns. 

[G Ponsekar]

Hi @LATimC ,

Go to your catalog item record and check its Process Engine settings. The correct flow must be selected and configured properly.

1. Navigate to Service Catalog > Catalog Definitions > Maintain Items.
2. Open the catalog item that is using the wrong flow.
3. Go to the Process Engine tab.
4. Ensure that the Flow field has your specific flow selected.
5. Crucially, ensure the "Workflow" and "Execution Plan" fields are both empty. If an entry exists in the "Workflow" field, it will take precedence over the flow in the "Flow" field.

The Flow Designer flow itself must be configured to trigger correctly for the specific catalog item.

1. Navigate to Process Automation > Flow Designer.
2. Open your flow.
3. Click the Trigger section.
4. The trigger should be set to "Service Catalog".
5. Check the Trigger > Configuration and ensure it's configured to trigger for "Any" catalog item, or specifically for your catalog item if you've chosen that setting

Your flow will not be used by the system unless it is active and published.

1. In your flow, check the header to see if it is Published.
2. If the flow is in a draft state, click the Activate button to publish it.
3. After publishing, return to the catalog item record and save it again to confirm the link between the item and the flow

A generic "Service Catalog Request" workflow exists in many instances and can sometimes be triggered instead of your custom flow, especially if a previous customization interfered with the standard process. 

• If your generic flow is an out-of-the-box workflow, check that the "Cascade Request Approval to Request Item" business rule is functioning as expected and not triggering the generic flow instead of your custom one

If I could help you with your Query then, please hit the Thumb Icon and mark as Correct !!

Thanks, GP

[Ankur Bawiskar]

@LATimC 

Did you associate your activated flow with your Catalog item?

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