--- sourceDocument: Australia Governance, Risk, and Compliance sourceDocumentLink: https://www.servicenow.com/docs/r/australia/governance-risk-compliance Release : - australia ft:locale : - en-US ft:publication_title : - Australia Governance, Risk, and Compliance ft:clusterId : - grc bundleId : - grc workflow : - Technology --- # Issue workflows # Issue workflows {#ariaid-title1} Release version: Australia Updated September 1, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Issue Workflows Issue workflows in ServiceNow define the lifecycle, layout, guided activities, approval requirements, and routing rules for different types of issues within the same issue table. This capability enables organizations to support multiple issue-management processes without customizing the underlying issue table. Each workflow is tailored to specific issue types, allowing distinct states, layouts, and approval controls to be applied as needed. Show full answer Show less ## Key Features * **Multi-process support on the same table:** Enables different issue-management processes to coexist without table customization. * **Configurable lifecycle behavior:** Define unique states, transitions, and layouts per workflow. * **Guided activities:** Optional playbooks provide step-by-step guidance through lifecycle stages. * **Approval controls:** Specify approvals required for state changes or due date extensions. * **Automatic routing:** Trigger conditions and priority settings route new issues to the appropriate workflow. * **Workflow components:** Include table and identity, layout, state model, playbook, state-to-stage mapping, approval definitions, trigger conditions, and priority. * **Workflow assignment logic:** When a new issue is created, workflows are evaluated by priority and trigger conditions to assign the correct workflow without ambiguity. * **Workflow management:** Ability to create, clone, activate, deactivate, and reassign workflows; accessible from product workspaces like Risk Workspace. ## Practical Application for ServiceNow Customers ServiceNow customers can leverage issue workflows to streamline and standardize issue management across different categories such as vendor risk or compliance issues. By configuring tailored workflows with specific layouts, lifecycle states, and approval processes, organizations can ensure consistent handling and compliance without altering the core issue table. Workflows automatically route new issues based on defined trigger conditions and priorities, reducing manual triage. Guided playbooks support users by providing clear instructions at each lifecycle stage, improving efficiency and reducing errors. Approval configurations ensure necessary controls are enforced before key changes occur. Administrators can easily manage workflows---creating, cloning, activating, or deactivating them---and reassign workflows to existing issues when multiple workflows exist. Access to workflow configuration directly from relevant product workspaces simplifies administration and integration with other ServiceNow modules. ## Expected Outcomes * Flexible issue management supporting diverse processes on a single issue table. * Improved operational consistency and governance through defined lifecycles and approvals. * Enhanced user guidance and reduced resolution times with integrated playbooks. * Automated issue routing to appropriate workflows based on conditions and priorities. * Simplified workflow administration integrated within product workspaces. Issue workflows define the lifecycle, layout, guided activities, approval requirements, and routing rules for different types of issues. Different types of issues can require different states, layouts, guidance, and approval controls. Issue workflows allow multiple issue-management processes to operate on the same table, with each workflow configured for a particular type of issue. As a result, supporting a new issue-management process no longer requires customizing the issue table. ## Key benefits * Support different issue-management processes on the same table. * Configure lifecycle behavior without customizing the issue table. * Guide people through the activities required at each lifecycle stage. * Require approval before specified state changes or due date extensions. * Route new issues automatically by using trigger conditions and priority. ## Workflow components An issue workflow brings together several components. Table and identity : Defines the workflow's name, description, and the exact issue table it serves. Layout : Defines the fields, sections, header information, and vertical navigation available for an issue. State model : Defines the lifecycle states and the permitted transitions between them. Playbook : Provides optional activities that guide people through the work associated with lifecycle stages. State-to-stage mapping : Synchronizes lifecycle states with corresponding playbook stages. Approval definitions : Specify the state changes or due date extensions that require approval. Trigger condition : Determines which new issues qualify for the workflow. Priority : Determines which workflow is selected when more than one active workflow matches an issue. The playbook and approval definitions are optional. A workflow can define a layout and lifecycle without guided activities or approval requirements. ## Workflow assignment When a new issue is created, the system evaluates active workflows configured for its table, beginning with the lowest priority number. The first workflow with a matching trigger condition is assigned. A workflow without a trigger condition applies to any new issue on its table that reaches it during evaluation. Active workflows on the same table can't share a priority number, so a new issue is never routed ambiguously. If no active workflow matches, the issue is created without a workflow configuration and continues to use the existing issue behavior. The vertical layout remains available, but workflow-specific playbooks and approval definitions do not apply. Existing issues are not evaluated retrospectively. The assigned workflow does not change automatically if the issue later matches another workflow's conditions. An issue without an assigned workflow cannot be moved to a configured workflow. For an issue that already has a workflow, the Change workflow action is available when more than one active workflow exists. See [Reassign an issue's workflow](https://www.servicenow.com/docs/drGgE6IUO8VTgiADsHZRnQ "Change the workflow assigned to an issue when more than one active workflow exists for the issue's table."). * **[Access issue workflow administration from a workspace](https://www.servicenow.com/docs/Jhv57CibikaxSu4PRycGIw)** Reach issue workflow configuration from within a product workspace, such as Risk Workspace, instead of navigating to the base GRC admin console. * **[Create an issue workflow](https://www.servicenow.com/docs/JrgJqauBtL3lQwuS4wGVsQ)** Set up a workflow so a specific category of issues, such as vendor risk or compliance issues, follows its own states, layout, and trigger condition. * **[Add the layout, state model, and playbook to a workflow](https://www.servicenow.com/docs/zcAZCb5n~op5~90A~_HBKQ)** Attach a layout, state model, and playbook to a workflow to define what it captures, its lifecycle, and how users are guided through it. * **[Create a GRC state model](https://www.servicenow.com/docs/i76zlRl82tCN~gmUtMzAug)** Create a GRC state model to define the states a table's records move through so an issue workflow can use it to control its lifecycle. * **[Add a state to a GRC state model](https://www.servicenow.com/docs/FvVK0HqnDJaaLLbHhkj4GA)** Add a state to a GRC state model and configure its stepper display, transitions, and attributes. * **[Map states to playbook stages](https://www.servicenow.com/docs/2LokRMSeob5Vu1IbS~APyw)** Map workflow states to playbook stages so that the issue state and guided activities remain synchronized as an issue moves through its lifecycle. * **[Set the trigger condition and priority for a workflow](https://www.servicenow.com/docs/Z8S2zjSL60gkpTw2yEIsWg)** Define which issues a workflow applies to and determine the order in which it is evaluated relative to other workflows on the same table. * **[Configure approvals for a workflow](https://www.servicenow.com/docs/JLImYL0SDTAAcfccYUvcYw)** Attach approvals to a workflow so issues or remediation tasks require approval before certain actions can be completed. * **[Review and activate a workflow](https://www.servicenow.com/docs/wMAogUK8rr6KD_pRYZKooQ)** Review the workflow configuration and activate the workflow so it can be applied to new issues. * **[Deactivate an issue workflow](https://www.servicenow.com/docs/z7L0vSNk~U12KFw23OSAyQ)** Stop an active workflow from being evaluated for new issues on its table. * **[Clone an issue workflow](https://www.servicenow.com/docs/vi6UOaA0ZSIC76dZi4e8Iw)** Create a copy of an existing workflow to use as a starting point for a new workflow. * **[Reassign an issue's workflow](https://www.servicenow.com/docs/drGgE6IUO8VTgiADsHZRnQ)** Change the workflow assigned to an issue when more than one active workflow exists for the issue's table.