Learn how to succeed in your role as a service desk agent.
How are workflows different between classic and next-gen?
In classic projects, workflows are independent of request types. This means multiple request types can share the same workflow. Changing a workflow will impact every request type associated with it. Workflows have their own place in your project settings.
In next-gen projects, each request type has its own workflow. Changing a workflow only impacts that specific request type associated with it. Since workflows are attached to a request type, you edit a workflow by going to its associated request type. You can copy workflows across request types within the project, but they become independent after copying. Copied workflows aren’t updated simultaneously when a change is made to one of the request types.
You need be an administrator in your project to edit its workflows. Learn more about next-gen project roles.
To copy a workflow to other request types in a next-gen project:
From your service desk project, go to Project settings () > Request types.
Select a request type from the sidebar.
Select Edit workflow.
Select > Copy to other request types.
Choose request types to copy to.
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