I have categories A, B, and C, they are all configured with Process Automation workflow processes.

Category A and B are using the same exact Process Automation process, "Process 1"

Category C is using "Process 2"


First Scenario:

If I create a case in Service Desk Manager and assign Category A, all the tasks from "Process 1" are assigned.

If I change the category to "Category C", then all outstanding tasks are canceled, and the tasks from "Process 2" are assigned.


Second Scenario:

If I create a case in SDM and assign Category A, all the tasks from "Process 1" are assigned.

If I change the category to "Category B", then the pending tasks remain, no new tasks are added, none canceled. It basically just continues the existing process instance.

Is the second scenario the expected outcome?

This is by design.

Any Service Desk Manager environment

Since this is working as expected, there are a couple possible work arounds.

1. A duplicate workflow process can be created for each category instead of using the same process for multiple categories.

2. A customization can be used to alter the behavior.