--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management Release : - australia ft:locale : - pt-BR ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Publication workflows # Targeted Communications publication workflows {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura The Targeted Communications application (com.sn_publications) includes default workflows that are used for publishing articles. The application includes two publishing workflows: * Instant Publish: publishes an article instantly. * Publish With Approval: requires approval prior to publishing. {#targeted-comm-publication-workflows__ul_zvr_bbb_5fc} ## Migrating workflows to Workflow Studio flows {#targeted-comm-publication-workflows__section_azt_p21_5fc} Starting with the Zurich release, legacy workflows for the Targeted Communications application have been migrated to low-code flows in [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=australia&pubname=australia-build-workflows&ft:locale=en-US). The functionality of the new flows remains the same. During an upgrade, the logic checks if a publication workflow or its configuration has been customized. * If customizations are detected in the workflows or the configuration, the system reverts to the legacy workflows and disables the new flows and related configurations. * If no customizations are detected, the system replaces the legacy workflows with the new flows. {#targeted-comm-publication-workflows__ul_scj_v31_5fc}This upgrade logic ensures that customizations are preserved and are not overwritten. ## Summary of upgrade actions {#targeted-comm-publication-workflows__section_vj3_c1b_5fc} The following table provides a summary of the actions that take place during upgrade depending on publication workflow and configuration customization.{#targeted-comm-publication-workflows__table_l2v_d1b_5fc__entry__3} | Setting | Customization detected | No customization detected | |-|-|-| | Legacy workflows | Activated | Deactivated | | New flows | Deactivated | Activated | | Legacy UI policies | Activated | Deactivated | | New UI policies | Deactivated | Activated | | Legacy business rules | Activated | Deactivated | | New business rules | Deactivated | Activated | | Workflow config value | Set to legacy workflows | Set to new flows | [Tabela 1. Summary of upgrade actions] {#targeted-comm-publication-workflows__table_l2v_d1b_5fc} ## Key steps during upgrade to Zurich {#targeted-comm-publication-workflows__section_vt1_mf1_5fc} The following table describes the key steps that the system takes during upgrade to the Zurich release.{#targeted-comm-publication-workflows__table_cfg_bz1_5fc__entry__2} | Step | Description | |-|-| | 1. Customization detection | The logic checks if the legacy workflows or the sn_publications_workflow_config table record 6c9b0e65c30112004bd67bfaa2d3ae56 have been customized. If customizations are found, the system reverts to the legacy workflows. | | 2. Legacy workflow activation | * The legacy versions of the workflows are activated: * Instant Publish * Publish With Approval {#targeted-comm-publication-workflows__ul_m2d_kz1_5fc} * The script chooses the correct workflow version based on the installed plugins. * If the Customer Service Base plugin is active, the script activates the following workflow versions: * Instant Publish (Base): e7de79b7c3401300e7c7d44d81d3aece * Publish With Approval (Base): 33987078c3d01300e7c7d44d81d3ae2f {#targeted-comm-publication-workflows__ul_q5g_yg1_5fc} * If the plugin is not active, the script activates the following workflow versions: * Instant Publish: f6d5c49a93201300ac40f5be867ffb3f * Publish With Approval: 5be6c89a93201300ac40f5be867ffba1 {#targeted-comm-publication-workflows__ul_sqt_qg1_5fc} {#targeted-comm-publication-workflows__ul_x4v_lz1_5fc} | | 3. New flow deactivation | * New Flow Designer flows for publications are deactivated: * Publish With Approval Flow * Instant Publish Flow {#targeted-comm-publication-workflows__ul_yd1_mh1_5fc} * All snapshots for these flows are also deactivated. {#targeted-comm-publication-workflows__ul_gb4_jh1_5fc} | | 4. UI policy management | * Legacy UI policies are activated: * Approver field mandatory (legacy) * Hide approver field (legacy) * Show legacy workflow {#targeted-comm-publication-workflows__ul_a1g_sh1_5fc} * New UI Policies are deactivated: * Hide approver field * Show process flow * Approver field mandatory {#targeted-comm-publication-workflows__ul_cw1_sh1_5fc} {#targeted-comm-publication-workflows__ul_pty_ph1_5fc} | | 5. Business rule management | * Legacy business rules for starting the old publication workflow are activated. * New business rules related to new flows are deactivated. {#targeted-comm-publication-workflows__ul_p5n_zz1_5fc} | | 6. Workflow configuration update | The workflow configuration record (sn_publication_workflow_config) is updated to point to the correct process workflow: * If legacy workflows are present, the config is set to use the corresponding legacy flow. * If not, it defaults to the Instant Publish Flow. {#targeted-comm-publication-workflows__ul_mwx_131_5fc} | [Tabela 2. Key steps during upgrade to Zurich] {#targeted-comm-publication-workflows__table_cfg_bz1_5fc} ## What to do before and after upgrading {#targeted-comm-publication-workflows__section_kwr_zbb_5fc} Follow these steps before and after upgrading to the Zurich release: * Before upgrading, review your publication workflow customizations. * After upgrading, verify that the correct workflows, flows, UI policies, and business rules are active as expected. * If you want to use the new flows, remove customizations and reactivate the new flows and related configurations. {#targeted-comm-publication-workflows__ul_z4s_hyf_5fc} {#targeted-comm-publication-workflows__table_pgg_hcb_5fc__entry__2} | Setting | If customization detected (sys_id) | |-|-| | Legacy workflows | Activated: * Instant Publish: a9587563d76302004f1e82285e6103ae * Publish With Approval: 51a2f923d76302004f1e82285e610355 {#targeted-comm-publication-workflows__ul_m42_mcb_5fc} | | New flows | Deactivated: * Publish With Approval: e91f81a9a3e352107ee9d8b8651e6137 * Instant Publish: ec48616da36752107ee9d8b8651e611f {#targeted-comm-publication-workflows__ul_pkd_4cb_5fc} | | Legacy UI policies | Activated: * Mandatory Approver: df2ea83bc34112004bd67bfaa2d3aef5 * Hide Approver: 3afeac3bc34112004bd67bfaa2d3ae29 * Show Legacy Workflow: 567136f84f0c62107ee9a701b1ce0b31 {#targeted-comm-publication-workflows__ul_g4l_qcb_5fc} | | New UI policies | Deactivated: * Mandatory Approver (Flow): 5a0f230ea3a312107ee9d8b8651e6110 * Hide Approver (Flow): 26d92306a3a312107ee9d8b8651e6107 * Show Process Flow: 57f5c434a39b52107ee9d8b8651e61e4 {#targeted-comm-publication-workflows__ul_uj2_tcb_5fc} | | Legacy business rules | Activated: * Start New Publication: 11eb8390c3a012004bd67bfaa2d3aeb8 * Approver List Required: 6a88a328c39112004bd67bfaa2d3ae04 {#targeted-comm-publication-workflows__ul_i1q_vcb_5fc} | | New business rules | Deactivated: Approver List Required (New Flows): 47b133b2a36b12107ee9d8b8651e61d1 | | Workflow config value | Set to legacy flow: * Config Record: 6c9b0e65c30112004bd67bfaa2d3ae56 * Legacy Workflow sys_ids: a9587563d76302004f1e82285e6103ae, 51a2f923d76302004f1e82285e610355 {#targeted-comm-publication-workflows__ul_mls_1db_5fc} | [Tabela 3. If customizations are detected during upgrade] {#targeted-comm-publication-workflows__table_pgg_hcb_5fc} ## Workflow Config table update {#targeted-comm-publication-workflows__section_m2g_nzb_vfc} The upgrade to Zurich adds the following columns to the Workflow Config \[sn_publications_workflow_config\] table: * Process Workflow (Workflow Studio flow field) * Workflow (legacy workflow field) * Approvers {#targeted-comm-publication-workflows__ul_kmn_qzb_vfc}