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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:

  1. From your service project, go to Service project settings () > Request types.

  2. Select a request type from the sidebar.

  3. Select Edit workflow.

  4. Select > Copy to other request types.

  5. Choose request types to copy to.

  6. Select Copy.

Diagram to show classic workflows can be shared across request types, and next gen workflows are request type independent
Last modified on Nov 12, 2020
Cached at 8:26 AM on Nov 25, 2020 |

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