These bots are paid, and their usage will be counted toward your plan's credits limit. For more information about credit usage, refer to this article.
Overview
ServiceNow is a cloud-based software platform that offers a range of IT service management (ITSM) solutions and business process automation tools. It provides a comprehensive suite of applications that helps organizations manage their IT operations and service deliveries, as well as automate various business processes.
This step-by-step guide will show you how to use ServiceNow bots.
The Bots’ automation capabilities are as follows:
Create ServiceNow records using data from completed documents
Pre-fill documents with data from ServiceNow records
Update ServiceNow records with data from completed documents
Export documents to a ServiceNow record
Get started with ServiceNow
When setting up bots for ServiceNow, you will need to connect your ServiceNow account to WorkFlow and enter the following values:
Instance URL
Client ID
Client Secret
Follow the step-by-step instructions below to retrieve these values.
1. In your ServiceNow account, go to the All tab. In the search field, find the System OAuth option and select Application Registry.
2. Go to the New tab.
3. Select the Create an OAuth API endpoint for external clients option.
4. To create the OAuth client, indicate the following:
Name – the title of the connection
Redirect URL — use the following callback details:
https://api.airslate-au.com/oauth-callback/SERVICE_NOW – for Australian clients only.
Client ID and Client secrets are generated automatically.
Once done, click Submit.
5. The newly created client will appear in the list of Application Registries (use the Search option to find the corresponding client, if needed).
6. Click on the client to obtain the Client ID and Client Secret you need to connect your ServiceNow account to WorkFlow.
Connect your ServiceNow account to the WorkFlow
Select the Bot you need and click Connect in the connection settings.
2. Enter the details of your OAuth client (described above).
3. Confirm the connection in the pop-up window.
You can now proceed with the Bots settings set up.
Create ServiceNow Records
Any time someone completes a Flow, its data will be used to create a new ServiceNow record based on the Bot settings.
1. Select objects and map fields.
Select an entity — select the Table where the data from completed documents should be exported to.
Map entity fields to document fields — match a field in a document with a column in a table where the record should be created.
2. Set conditions that trigger how and when the Bot creates a new record. Conditions are necessary for Bots to act how and when you want them to within workflows.
3. Once you’ve finished setting up the Bot, click Apply to save the settings and activate it.
Pre-fill from ServiceNow Records
When someone opens a Flow, mapped fields are pre-filled with ServiceNow data from the starting record and all the selected related records.
1. Select objects and map fields.
Select an entity — select the Table from which data will be exported to the Flows.
Map entity fields to document fields — map the fields you want to be pre-filled with the data from the Table.
2. Select starting record.
Specify the matching conditions and fields to find the ServiceNow record from which the data will be pre-filled.
3. Set conditions (optional) that trigger how and when the Bot updates the record. Conditions are necessary for Bots to act in the exact moment and the way you want them to within workflows.
4. Once you’ve finished setting up the Bot, click Apply to save the settings and activate it.
Update ServiceNow Records
Any time someone completes a Flow, its data will be used to update the ServiceNow record matching the values that you’ve selected.
1. Select objects and map fields.
Select an entity — select the Table where the data from completed documents should be updated
Map entity fields to document fields — map the fields you want to be updated in the record when a recipient completes the Flow.
2. Select starting record.
Indicate the details for the system to find the specific record in ServiceNow to update. If there is more than one matching record, none will be updated.
3. Set conditions (optional) that trigger how and when the Bot updates the record. Conditions are necessary for Bots to act how and when you want them to within workflows.
4. Once you’ve finished setting up the Bot, click Apply to save the settings and activate it.
Export to ServiceNow
Any time someone completes a Flow, its documents are automatically uploaded to your ServiceNow record.
1. Select destination and documents.
Select an entity — select the Table where the completed documents should be added.
Set search conditions —indicate the details for the system to find the specific record in ServiceNow to export the document.
Select document(s) to export — select the documents from the dropdown list which should be exported to the record.
2. Set conditions (optional) that trigger how and when the Bot updates the record. Conditions are necessary for Bots to act how and when you want them to within workflows.
3. Once you’ve finished setting up the Bot, click Apply to save the settings and activate it.