How to Revert to a Previous Workflow Version in ServiceNow

Managing workflows effectively is crucial for maintaining the stability of your ServiceNow platform. However, there might be scenarios where recent changes to a workflow cause unintended issues or disruptions. In such cases, reverting to a previous workflow version can quickly restore normal operations.

This article provides a clear guide on how to revert your ServiceNow workflows safely and accurately, highlighting practical solutions and alternatives.

Understanding Workflow Reversion

In ServiceNow, workflows track versions to help users manage changes over time. Occasionally, a new workflow update might introduce errors or unexpected behaviors. Reverting to a previously stable workflow version can mitigate these issues swiftly.

Common reasons you might need to revert include:

• Bugs introduced in recent workflow modifications

• Accidental publishing of an incomplete workflow

• Need to revert changes due to business process adjustments

How to Revert Your Workflow to an Earlier Version

There are two primary methods to revert workflows in ServiceNow:

Method 1: Using Workflow Versions (Recommended)

This method is user-friendly, safer, and doesn't require scripting expertise:

1. Navigate to Workflow > Workflow Editor.

2. Open the specific workflow you wish to revert.

3. Right-click the form header and select Show File Properties.

4. Ensure the Versions related list is visible on the form. If not, add it by configuring the form layout.

5. Within the Versions list, locate the desired previous workflow version.

6. Right-click the selected version and choose Revert to this Version.

7. Confirm the action when prompted. Your workflow will revert to the selected earlier version.

This approach is straightforward and reduces the risk associated with direct script modifications.

Method 2: Reverting Using Scripts (Advanced Users)

If the UI-based approach isn't available or suitable for your scenario, you can revert workflow versions using background scripts:

1. Identify the sys_id of your desired workflow version:

   • Navigate to the wf_workflow_version table.

   • Locate the desired workflow version and copy its sys_id.

2. Use a background script to deactivate the current workflow version and activate the previous version:

Deactivate the current workflow version:

var gr = new GlideRecord('wf_workflow_version');
if(gr.get('CURRENT_WORKFLOW_SYS_ID')) { // replace CURRENT_WORKFLOW_SYS_ID with your workflow's sys_id
  gr.published = false;
  gr.update();
}

Activate the desired previous workflow version:

var gr = new GlideRecord('wf_workflow_version');
if(gr.get('DESIRED_WORKFLOW_SYS_ID')) { // replace DESIRED_WORKFLOW_SYS_ID with your chosen workflow version's sys_id
  gr.published = true;
  gr.update();
}

To execute these scripts safely:

• Go to the navigation filter and type Scripts - Background.

• Paste the scripts provided, replacing the placeholder sys_id values accordingly.

• Run the script carefully.

Practical Example

Suppose your latest workflow version introduces a validation error that's impacting incident resolution. Using the first method:

• Navigate to your workflow record.

• Revert via the Versions related list.

Alternatively, with scripting:

• Identify the problematic and previous stable workflow sys_id.

• Execute the scripts above to deactivate the faulty workflow and activate the stable one.

Alternative Solutions

• Fix Scripts: If workflow changes need to be consistently applied across environments, consider encapsulating these background scripts into a fix script. Fix scripts can be captured in update sets and easily deployed to other instances.

• Manual Revisions: If reverting isn't possible, you might manually adjust or rebuild the workflow using prior documentation or XML exports.

Conclusion

Reverting to a previous workflow version in ServiceNow is an essential skill for administrators seeking to ensure platform reliability. The UI-based method is preferred for ease and safety, while the scripting method is ideal for more complex scenarios.

Always verify your workflow thoroughly after reverting to ensure it functions correctly. Consider documenting the reason for reverting and any relevant information for future reference. Regularly backing up workflows by exporting them as XML files is also beneficial.

By following this guide, you can confidently manage workflow versions, ensuring minimal disruption to your organization's operations.