Saviynt for ServiceNow App workflow issues

[jralexander137]

Using v2 of the app. Have a few issues/questions about flows/workflows in Saviynt for ServiceNow App. Is there any better explanation of the servicenow workflow engine options in this screenshot beyond whats in the documentation? Still not sure which is for what kind of use case.

Additionally, the 'workflow' functionality in servicenow is being deprecated and replaced with 'flows'. The saviynt app is preventing us from leveraging 'flows' even though it gives the option to set it in the app. Also, its preventing from associating tasks to the catalog items as shown in the screenshots.

Any guidance would be appreciated.

[pruthvi_t]

Hi @jralexander137 ,

For the configs from system configuration page,

if you'd like to assign default workflow, execution plan etc., you can mention it there and when the catalog items are generated, the configured workflow and execution plan are assigned to catalog items.

This would be useful only when the workflow engine is servicenow.

we're not able to find the column to add fulfillment steps. If you're trying to customize your catalog items, kindly work with your servicenow application team to check required permissions or other configs for service account with which you're making changes.

Thanks

[jralexander137]

We're not trying to customize the catalog items. We're trying to configure a 'flow' not a 'workflow' under the process engine tab in your screenshot. The App is preventing those changes from taking. Its not an issue with the service account. The SNOW dev reached out to servicenow support and they said the potential access issues are relegated to inside of the saviynt for snow app. Is there some service account or something that gets installed along with the app? I am not refering to th service account we create on the saviynt side. We've gone back and forth with support about this issue, they even saw it on a working session and were unsure. We have already set servicenow as the workflow enginee, all approvals will be done in servicenow with fulfillment handled by saviynt. The client has a need to add modified flows to the app so they can generate tasks to other support teams outside of saviynt.

Is there any documentation around flow development within the app as well? This app is sold as plug and play and so far its far from being plug and play.

[pruthvi_t]

@jralexander137 , unfortunately the documentation for creating flows or workflows in servicenow is not provided by saviynt as they're servicenow components maintained by respective servicenow customer teams.

Please check if you could find the documentation on flow/workflow designing on servicenow documentation.

Could you please elaborate on 'saviynt app is preventing us from leveraging 'flows' ' part.

[jralexander137]

So you're saying the App is not usable OOTB. There are no workflows to leverage for approvals OOTB? 

Flows is whats replacing Workflows in servicenow, workflows are becoming deprecated. The App has a field for flows in the process engine tab but making changes and adding steps in there is being prevented by something in the app. Not sure if its some kind of permission issue or just lack of functionality on the apps part. Saviynt support hasnt been able to tell us one way or another.

[sai_kanumuri]

Hi @jralexander137 

I don't think current release of Saviynt for ServiceNow App supports Flows as this was a latest addition to the ServiceNow. I would recommend raising an enhancement in the Ideas portal.

https://ideas.saviynt.com/