--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Publication workflows # Targeted Communications publication workflows {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Targeted Communications Publication Workflows The Targeted Communications application (com.snpublications) facilitates publishing articles through two key workflows: Instant Publish for immediate publication, and Publish With Approval that requires prior approval. With the Zurich release, these legacy workflows have been migrated to low-code flows in Workflow Studio, maintaining the original functionality while enhancing usability. Show full answer Show less ## Key Features * **Customization Detection:** During an upgrade, the system checks for customizations in publication workflows. If any are found, legacy workflows remain active; otherwise, new flows are implemented. * **Workflow Activation:** Depending on the active plugins, specific versions of Instant Publish and Publish With Approval workflows are activated if customizations are detected. * **UI Policy and Business Rule Management:** Legacy UI policies and business rules are activated, while new ones are deactivated if customizations are present, ensuring continuity. * **Workflow Configuration Update:** The workflow configuration record is adjusted to reflect either legacy or new workflows based on the detection of customizations. ## Key Outcomes Before upgrading, review any customizations in your publication workflow. Post-upgrade, confirm that the correct workflows, UI policies, and business rules are active. If you wish to utilize the new flows, you must remove existing customizations and reactivate them. The upgrade process also introduces new columns in the Workflow Config table for improved management. The Targeted Communications application (com.sn_publications) includes default workflows that are used for publishing articles. The application includes two publishing workflows: * Instant Publish: publishes an article instantly. * Publish With Approval: requires approval prior to publishing. {#targeted-comm-publication-workflows__ul_zvr_bbb_5fc} ## Migrating workflows to Workflow Studio flows {#targeted-comm-publication-workflows__section_azt_p21_5fc} Starting with the Zurich release, legacy workflows for the Targeted Communications application have been migrated to low-code flows in [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=australia&pubname=australia-build-workflows&ft:locale=en-US). The functionality of the new flows remains the same. During an upgrade, the logic checks if a publication workflow or its configuration has been customized. * If customizations are detected in the workflows or the configuration, the system reverts to the legacy workflows and disables the new flows and related configurations. * If no customizations are detected, the system replaces the legacy workflows with the new flows. {#targeted-comm-publication-workflows__ul_scj_v31_5fc}This upgrade logic ensures that customizations are preserved and are not overwritten. ## Summary of upgrade actions {#targeted-comm-publication-workflows__section_vj3_c1b_5fc} The following table provides a summary of the actions that take place during upgrade depending on publication workflow and configuration customization.{#targeted-comm-publication-workflows__table_l2v_d1b_5fc__entry__3} | Setting | Customization detected | No customization detected | |-|-|-| | Legacy workflows | Activated | Deactivated | | New flows | Deactivated | Activated | | Legacy UI policies | Activated | Deactivated | | New UI policies | Deactivated | Activated | | Legacy business rules | Activated | Deactivated | | New business rules | Deactivated | Activated | | Workflow config value | Set to legacy workflows | Set to new flows | [Table 1. Summary of upgrade actions] {#targeted-comm-publication-workflows__table_l2v_d1b_5fc} ## Key steps during upgrade to Zurich {#targeted-comm-publication-workflows__section_vt1_mf1_5fc} The following table describes the key steps that the system takes during upgrade to the Zurich release.{#targeted-comm-publication-workflows__table_cfg_bz1_5fc__entry__2} | Step | Description | |-|-| | 1. Customization detection | The logic checks if the legacy workflows or the sn_publications_workflow_config table record 6c9b0e65c30112004bd67bfaa2d3ae56 have been customized. If customizations are found, the system reverts to the legacy workflows. | | 2. Legacy workflow activation | * The legacy versions of the workflows are activated: * Instant Publish * Publish With Approval {#targeted-comm-publication-workflows__ul_m2d_kz1_5fc} * The script chooses the correct workflow version based on the installed plugins. * If the Customer Service Base plugin is active, the script activates the following workflow versions: * Instant Publish (Base): e7de79b7c3401300e7c7d44d81d3aece * Publish With Approval (Base): 33987078c3d01300e7c7d44d81d3ae2f {#targeted-comm-publication-workflows__ul_q5g_yg1_5fc} * If the plugin is not active, the script activates the following workflow versions: * Instant Publish: f6d5c49a93201300ac40f5be867ffb3f * Publish With Approval: 5be6c89a93201300ac40f5be867ffba1 {#targeted-comm-publication-workflows__ul_sqt_qg1_5fc} {#targeted-comm-publication-workflows__ul_x4v_lz1_5fc} | | 3. New flow deactivation | * New Flow Designer flows for publications are deactivated: * Publish With Approval Flow * Instant Publish Flow {#targeted-comm-publication-workflows__ul_yd1_mh1_5fc} * All snapshots for these flows are also deactivated. {#targeted-comm-publication-workflows__ul_gb4_jh1_5fc} | | 4. UI policy management | * Legacy UI policies are activated: * Approver field mandatory (legacy) * Hide approver field (legacy) * Show legacy workflow {#targeted-comm-publication-workflows__ul_a1g_sh1_5fc} * New UI Policies are deactivated: * Hide approver field * Show process flow * Approver field mandatory {#targeted-comm-publication-workflows__ul_cw1_sh1_5fc} {#targeted-comm-publication-workflows__ul_pty_ph1_5fc} | | 5. Business rule management | * Legacy business rules for starting the old publication workflow are activated. * New business rules related to new flows are deactivated. {#targeted-comm-publication-workflows__ul_p5n_zz1_5fc} | | 6. Workflow configuration update | The workflow configuration record (sn_publication_workflow_config) is updated to point to the correct process workflow: * If legacy workflows are present, the config is set to use the corresponding legacy flow. * If not, it defaults to the Instant Publish Flow. {#targeted-comm-publication-workflows__ul_mwx_131_5fc} | [Table 2. Key steps during upgrade to Zurich] {#targeted-comm-publication-workflows__table_cfg_bz1_5fc} ## What to do before and after upgrading {#targeted-comm-publication-workflows__section_kwr_zbb_5fc} Follow these steps before and after upgrading to the Zurich release: * Before upgrading, review your publication workflow customizations. * After upgrading, verify that the correct workflows, flows, UI policies, and business rules are active as expected. * If you want to use the new flows, remove customizations and reactivate the new flows and related configurations. {#targeted-comm-publication-workflows__ul_z4s_hyf_5fc} {#targeted-comm-publication-workflows__table_pgg_hcb_5fc__entry__2} | Setting | If customization detected (sys_id) | |-|-| | Legacy workflows | Activated: * Instant Publish: a9587563d76302004f1e82285e6103ae * Publish With Approval: 51a2f923d76302004f1e82285e610355 {#targeted-comm-publication-workflows__ul_m42_mcb_5fc} | | New flows | Deactivated: * Publish With Approval: e91f81a9a3e352107ee9d8b8651e6137 * Instant Publish: ec48616da36752107ee9d8b8651e611f {#targeted-comm-publication-workflows__ul_pkd_4cb_5fc} | | Legacy UI policies | Activated: * Mandatory Approver: df2ea83bc34112004bd67bfaa2d3aef5 * Hide Approver: 3afeac3bc34112004bd67bfaa2d3ae29 * Show Legacy Workflow: 567136f84f0c62107ee9a701b1ce0b31 {#targeted-comm-publication-workflows__ul_g4l_qcb_5fc} | | New UI policies | Deactivated: * Mandatory Approver (Flow): 5a0f230ea3a312107ee9d8b8651e6110 * Hide Approver (Flow): 26d92306a3a312107ee9d8b8651e6107 * Show Process Flow: 57f5c434a39b52107ee9d8b8651e61e4 {#targeted-comm-publication-workflows__ul_uj2_tcb_5fc} | | Legacy business rules | Activated: * Start New Publication: 11eb8390c3a012004bd67bfaa2d3aeb8 * Approver List Required: 6a88a328c39112004bd67bfaa2d3ae04 {#targeted-comm-publication-workflows__ul_i1q_vcb_5fc} | | New business rules | Deactivated: Approver List Required (New Flows): 47b133b2a36b12107ee9d8b8651e61d1 | | Workflow config value | Set to legacy flow: * Config Record: 6c9b0e65c30112004bd67bfaa2d3ae56 * Legacy Workflow sys_ids: a9587563d76302004f1e82285e6103ae, 51a2f923d76302004f1e82285e610355 {#targeted-comm-publication-workflows__ul_mls_1db_5fc} | [Table 3. If customizations are detected during upgrade] {#targeted-comm-publication-workflows__table_pgg_hcb_5fc} ## Workflow Config table update {#targeted-comm-publication-workflows__section_m2g_nzb_vfc} The upgrade to Zurich adds the following columns to the Workflow Config \[sn_publications_workflow_config\] table: * Process Workflow (Workflow Studio flow field) * Workflow (legacy workflow field) * Approvers {#targeted-comm-publication-workflows__ul_kmn_qzb_vfc}