Use state flows

  • Release version: Xanadu
  • Updated August 1, 2024
  • 4 minutes to read
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    Summary of Use state flows

    State flows in ServiceNow allow administrators to create custom state transition logic for any table that uses states, enabling tailored workflows that align with specific business practices. They control how states change, which states are valid at any point, and manage field behavior and visibility on task forms during transitions. Additionally, state flows can trigger system events such as sending notifications and executing scripted actions when tasks change states.

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    Key Features

    • Custom State Transitions: Define permitted sequences or skip states based on business requirements.
    • Field Behavior and Visibility: Configure how fields appear and behave on task forms during state changes, including making fields mandatory, read-only, or hidden.
    • Event Triggering: Attach registered system events to specific state transitions to automate notifications or custom logic via business rules.
    • Dictionary Overrides: Set starting states for new records in extended tables to customize state flow behavior per table.
    • Automatic Object Creation: The system generates necessary business rules and client scripts to enforce field controls and event handling for state flows.
    • Rebuild State Flows: Tools are provided to fix state flow records when importing configurations across instances, ensuring state matches by comparing choice list values.
    • Cleanup: All auto-created scripts and rules related to state flows are removed when the corresponding state flow records are deleted, maintaining system cleanliness.

    Practical Considerations for ServiceNow Customers

    • Creating and customizing state flows requires scripting expertise and admin role access.
    • Configure field controls carefully by specifying either full state transitions or just ending states to ensure correct behavior during state changes and form loading.
    • Be aware that UI policies might override some state flow field settings since UI policies execute after client scripts.
    • Use state flows to enforce consistent task lifecycle management, improve data quality by controlling field behavior, and automate communication and processing through events triggered on state changes.
    • Regularly rebuild state flows after imports to maintain integrity and correct behavior across environments.

    You can create custom state flows for any table that uses states.

    Make state transitions occur in any order or skip specific states according to your business practices. State flows can manage the behavior of fields and field visibility on a task form. State flows can also trigger system events that perform work such as sending Email and SMS notifications.

    Administrators can configure state flows to:

    The State Flow plugin installs records used by work management to control state transitions for work orders and work order tasks. For detailed information about using work management state flows, see State flow customization.

    Creating and customizing state flows requires scripting knowledge. Users with the admin role can create state flow records.

    Dictionary overrides for state flows

    A dictionary override in a state flow defines the starting state for all new records in a specific table.

    You set an override in tables that extend a base table only, so that your customizations are applied only to the extended table.
    1. In a state flow record, select an Ending state.

      This is the override value which becomes the starting state for all new records in the table named.

    2. Click Create Default Value.

      The system populates the Dictionary override field with a value of state, which is the field in the task table affected by the override. The Dictionary override field is read-only. After the override is created, the system hides the Create Default Value button on all subsequent state flow forms for that table.

    Events triggered on state changes

    You can configure a state flow to trigger a registered system event when a task transitions from a starting state to a specified end state.

    For example, you can use events to trigger email notifications and create script actions. When you attach an event to a state flow, the system creates a business rule called State Flow Events for <table name> for the table specified in the state flow. If you specify a start and end state, the business rule executes when the record transitions from the start state to the end state. If the state flow only specifies an end state, the business rule executes whenever that end state is reached. The system creates one business rule for all state flows containing events on a single table. When all events or all state flows on a table are deleted, the system deletes the business rule.

    Field controls

    You can define controls for individual fields that are enforced when a record transitions between states.

    Settings in the Field Controls section of the State Flow form enable you to apply field controls when the system detects a specified state transition or when the end state is the current state when the form is opened. The control is applied only to existing fields on the form. State flows cannot add fields to the form.

    For example, you might want the Problem field to be visible when an incident moves to the Awaiting Problem state. If the incident state changes to Awaiting User Info, you hide the Problem field and make the Caller field mandatory.

    When creating field controls, configure state flow records with an ending state only and to create the correct behavior for every ending state you want to control. This configuration ensures that the field controls are set properly when the user selects a new state, and also when the user returns a record's State field to the original state. Only specify a full state transition, with both a starting and ending state, when you want a particular behavior for that precise state transition.
    Note:
    State flows use client scripts to enforce field controls. It is possible that your settings can be changed by existing UI policies, which execute after client scripts.
    The system creates the following objects, as needed, to enforce field properties in state flows:
    Table 1. Field Controls
    Type Name Description
    Business rule State Flow Notes for <table name> Enforces mandatory fields for the table on which that field behavior is defined.
    Client script (onLoad) <table name> state flow Sets possible states and initial mandatory, read-only, and visible properties when a record is loaded.
    Client script (onChange) <table name> change state flow Sets updated mandatory, read-only, and visible properties when a record is changed.

    Rebuild state flows

    You can rebuild state flows when a mismatch between existing and new sys_ids occurs.

    When you use an XML file to import a state flow record into an instance, the system attempts to match the incoming states with existing states by comparing sys_ids. Because the sys_ids of items in a choice list can vary between instances, the system can fail to match the states, even though they are otherwise identical.

    When matching fails, the start and end states of affected records are left blank or contain numeric values. To repair these records navigate to State Flows > Admin > Rebuild State Flows. This module runs a script that compares the numerical value of each item in the State field choice list until it finds a match in the imported state flow record.

    State flow cleanup

    Work notes