Issue
Workflow Best Practices Introduction
Goals
- Define ServiceNow Workflow and its purpose
- Take a tour of the Workflow Editor
- Make a workflow!
- Complete Labs that introduce you to the Workflow UI features
- Learn the difference between a Workflow Version and Workflow Context
What is ServiceNow workflow?
Part of the ServiceNow platform that automates the multi-step process.
- A Workflow is defined as a series of Activities that follow execution paths.
- An Activity is a set of instructions that can include script, logging, approvals, record processing, timers, and wait time.
- Activities can process inputs from other Activities
- Activities can provide output for other Activities to process
- Processing continues as the Activity determines which execution path to follow upon completing its work
- Workflows use conditions and their table associations to determine when to start, execute, continue, and end.
Benefits of workflows
Part of the ServiceNow platform that automates the multi-step process.
- Automation
- Workflows are reusable
- Workflows can call other workflows (called subflows)
- Expansion of Self-Service offerings
- Standardization of processes
- Feedback to stakeholders in a timely fashion (stages, notifications)
Where are workflows used?
- Service Catalog Item Request
- Routine Change
- Comprehensive Change
- Emergency Change
- Contract Approval
- SLAs
- Procurement Process
- Grant Role to User
- Delegate Roles to Group Members
When to use a workflow and when not to use a workflow
When to use a workflow:
- Automate a defined, multi-step process
- Automate a repeatable process
- When logic can be modularized
- When a standard response is needed for every table Glide Record transaction insert, update, delete, and create
When not to use a workflow:
- If a response to every transaction cannot be standardized when set, workflows execute on every Glide Record transaction
- For example, if a workflow is defined for the Request [sc_request] table, the workflow runs on every insert, update, delete, and create
- If end conditions are not defined.
Workflow Best Practices Links
Click the following links to view each Workflow Best Practices section.
Overview: Workflows in Applications
Overview: Simple Tasks in Workflow
Service Catalog and Workflow Overview
Overview: Custom Stage Column in Workflow
Overview: Stage Sets for Applications
Overview: Routing Workflows Using Switch