Workflow Best Practices Introduction


  • 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.


Workflow Overview

Overview: Workflow Versioning

Overview: Workflow Contexts

Workflow Logging Overview

Overview: Workflows in Applications

Simple Approvals in Workflow

Workflow: Roll Back Approvals

Overview: Simple Tasks in Workflow

Service Catalog and Workflow Overview

Intro to Stages in Workflow

Overview: Workflow Stage Sets

Overview: Custom Stage Column in Workflow

Overview: Stage Sets for Applications

Overview: Routing Workflows Using Switch

Overview: Other Routing Workflows

Workflow Engine Overview

Workflow Engine Ordering and Data

Article Information

Last Updated:2019-08-02 21:31:59