Lab Guide

Flow Designer & IntegrationHub

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Introduction

Flow Designer is a Now Platform feature that enables rich process automation capabilities in a
consolidated design environment. It enables process owners to use natural language to automate
approvals, tasks, notifications, and record operations without having to code.

You can expand the Flow Designer solution to integrate with external instances and third-party
applications with a separate subscription to IntegrationHub.

This lab guide will follow along a scenario in which a hospital requires a specific flow when managing
incidents related to ƒ, their electronic medical record system. The labs will follow along to create and
configure a flow to launch when an Epic* incident is created that matches a priority 1 ticket. In these
scenarios a priority 1 is analoguous to an outage.

The process flow for handing an Epic outage also includes sending a formatted email to the Epic user
group. Since communications from IT are carefully worded and reviewed, the flow will include an
approval for sign-off before the message will be sent to Epic users.

*Epic is a trademark of Epic Systems Corporation and is not a live customer on this technology.

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Lab preparation
Before the start of the lab, please make sure that you are on the Kingston release. You will find the
update sets at the following location:

UPDATESETS

The following plugins need to be activated:

 The „IntegrationHub“ plugin needs to be activated on the development instances through

the developer.servicenow.com portal (will no be available inside the instance using „Plugins“)
 Inside the instance, the „Task Outage Relationship“ plugin needs to be activated!
 The four update sets need to be loaded and number 003 has been reported to have some issues
in some demo environments. It loads the data which is required, if you elevate to „Security
Admin“ - but does not list it in the update set lists! So works, if you elevated, but does not give a
confirmation.

SLACK channel

We will use connecting to a Slack channel, for this you need to know the Webhook to your Slack
Channel, so you can configure this for your instance in the Lab.

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Lab Goal
In this lab you’ll open an existing scoped application and create a new
flow through the ServiceNow Studio. Even though the flow will be run Lab 1.0
against the incident table, which resides in the global scope, the unique
flow can still be built within its own scope. This method follows best
Create a
practice for application development on the ServiceNow platform. New Flow

Log in to the Training Instance

1. Navigate to the unique instance URL provided.

2. Log in with the provided administrator credentials.

Launch the Lab Application and Add a New Flow

3. In the Filter navigator box, find the Flow Designer & IntegrationHub Lab application.

4. Click Studio in the Flow Designer & IntegrationHub Lab Application.

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5. Select the application titled Flow Designer & IntegrationHub Lab.

6. In the Studio, click on Create Application File to create a new flow.

7. In the filter, type flow to filter for a new flow. Highlight flow and click on Create.

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8. Enter in the following information and click Submit.

Flow Name: Epic Incident Flow

Description: Flow to coordinate activities and actions in the event of a priority 1 incident
or outage for Epic systems.

9. Click on Click to add a Trigger to add conditions on when the flow should launch.

10. Select Record -> Created, then select Table as Incident.

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11. Click Add filters and add in the following conditions:

Configuration Item is: Epic Charting

Priority is: 1 - Critical

12. Click on Done to submit the trigger. Notice that part of the guided experience is the most
logical next action is highlighted in blue.

13. Click on Save to save the Flow

Lab Success Verification

14. Verify that the flow has been saved by confirming there is no longer a red asterisk next to
the name.

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Lab Goal
This lab explains how add core actions to your new flow. Common
Lab 1.1
actions that you’ll be using will be creating new records, sending an
email, and creating an approval along with a decision branch if the
Add Core
email message is approved to be sent. Actions to
the Flow

Create the Outage Record

1. In the Filter navigator box, find the Flow Designer & IntegrationHub Lab Application.

2. Click Flow Designer in the Flow Designer & IntegrationHub Lab Application.

Note: The Flow Designer screen is the central location for users to find existing flows,
create new flows, find and create actions as well as view results of flow executions.

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3. Select the Epic Incident Flow.

4. Under the Action section, click on Click to add an Action or Flow Logic.

5. Click on Action to add a core action.

6. Under ServiceNow Core, select Create Record.

7. Select the Table Name as Outage [cmdb_ci_outage].

8. Click Add Field Value to add a new defined value to the outage record.

9. Select the field as Configuration Item.

10. Click on the Data Pill Picker to select a value from the incident.

11. Click on Trigger – Record Created.

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12. Click the arrow next to Record in order to view fields on the incident record.

13. Select the Configuration Item field.

14. Click Add Field Value again to add another defined value.

15. Select the new field as Task number.

16. Click on the Data Pill Picker to select a value from another action in the flow.

17. Click on Trigger – Record Created to expand on available data.

18. Click directly on Incident Record to add the record itself as the value for the Task number.

19. Click Add Field Value again to add additional field values. Add the rest of the fields using the
following values:

Configuration item: [Configuration Item on the Incident Record]

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 Task number: [Incident Record]
Short description: Epic Charting Outage
Type: Outage
Begin: Trigger.Incident Record.Created (Notice that you can drag and drop from the data
pane, you can browse with the data picker, and you can type to dotwalk to the data within
the data picker)

20. Click Done under the action to close the action and return to the flow.

Create the Link Between the Outage and Incident Records

21. Click Click to add an action or Flow Logic to add another action.

22. Select Action.

23. Select ServiceNow Core -> Create Record.

24. Select the Table value as Outages Tasks Link [task_outage].

25. Click Add Field Value.

26. Add the field of Outage.

27. Click on the Data Pill Picker and select 1 – Create Record -> Outage Record to assign the
Outage field value to the newly created outage record.

28. Click Add Field Value.

29. Add the field of Task.

30. Click on the Data Pill Picker and select Trigger Record Created -> Incident Record.

31. Click Done to close the action.

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Send an Email Notification to a Defined Support Team
32. Click Click to add an Action or Flow Logic.

33. Select Action.

34. Select ServiceNow Core -> Send Email. (Note: You can reuse an existing Notification in the
system by using an existing Notification record in the system within the Action Designer.
Send Email is an alternative and convenient mechanism; however, Notifications are
considered best practice)

35. For the value of the To field, click on the Data Pill Picker.

36. Select the defined field value to be Trigger – Record Created -> Incident Record ->
Configuration Item -> Support Group (remember to use the > symbol to show related
data).

37. Add Epic is Down to the Subject field.

38. Add the text We’re currently experiencing problems with Epic. More information will be
sent as soon as we’re aware of the cause to the Body field.

39. Click Done to complete the action.

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Create an Approval for Sending a Company Wide Email
40. Click Click to add an Action or Flow Logic.

41. Click Action.

42. Select ServiceNow Core -> Ask for Approval.

43. Under the Data section of the Flow Designer, click on the Incident Record and drag it to the
Approval Record field (this is an alternative to using the Data Pill Picker to add data to the
flow).

44. Under the Rules for the approval, select Anyone approves.

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45. Under the Data section of the Flow Designer, expand Incident Record under Trigger –
Record Created to show available incident fields.

46. Scroll down and expand Configuration Item.

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47. Scroll down under Configuration Item to find the Approval Group field.

48. Drag the Approval Group field into the empty field next to Anyone Approves.

Note: Dragging the data is an alternative to using the Data Pill Picker.

49. Click on Done to close the action.

Add Logic for an Approved Email

50. Click Click to add an Action or Flow Logic.

51. Click on Flow Logic.

52. Select If.

53. Under Condition Label, add Email Approved to Send.

54. Under the Data section of the Flow Designer, select Approval State under 4 – Ask for
Approval and drag it into the field next to Condition 1.

55. Set the condition as Approved State is Approved.

56. Click Done to close the logic.

57. In the flow, under the If (Email Approved to Send) logic, click the smaller of the + sign to add
an action for when the conditions are true.

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58. Select Action to add an action under the if condition.

59. Select ServiceNow Core -> Send Email.

60. Add in the following values to the email fields:

To: [Incident Record -> Configuration Item -> Users]

Subject: We are aware of Epic Issues
Body: [Incident Record -> Message]
61. Click Done to close the action.

62. Click Save to save the flow.

Lab Success Verification

63. Click on Test along the Flow Designer header.

64. To run the test, select INC0010109 as the test incident. Note: When running a test, the
trigger is not evaluated.

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65. Click on Run Test.

66. After the test run executes, click on the link titled Flow has been executed. To view the flow,
click here in order to view the test progress.

67. When the next tab opens in the Flow Designer, the status of the flow should be at Waiting
for the Ask for Approval action.

68. Add a new tab to your browser and navigate to your instance URL (instance_name.service-
now.com).

69. Within the navigation menu, navigate to Flow Designer & IntegrationHub Lab -> Epic
Incidents.

70. Click on INC0010109 (the incident that the test flow was just run against) to navigate to the
incident.

71. Under the Related Records tab, verify that an outage record has been created and linked to
the incident.

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72. Scroll down to the related lists section of the incident and click on the Approvers tab.

73. Verify approvers are shown.

74. For any of the approvals, double-click into the Requested value of the State field and
change it to Approved. Click on the green check to save the value.

75. Right-click in the gray header of the incident and select to Reload the form.

76. Scroll back down to the Approvers related list and verify the other two approvals show No
Longer Required.

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77. From within the ServiceNow menu, navigate to Flow Designer & IntegrationHub Lab ->
Email Logs.

78. Verify that there are at least two different kinds of emails that are scheduled to be sent out:
Epic is Down and We are Aware of Epic Issues.

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Lab Goal
This lab explains how to create a new action to be used from within the Lab 2.0
Flow Designer. Custom actions are useful to create commonly repeated
activities. In this scenario, you’ll take two core actions from the previous Create a
lab and combine them into one custom action that can be used by other
flows.
New
Action

Create a Custom Action

1. In the application menu, navigate to Flow Designer & IntegrationHub Lab -> Studio.

2. Open the Flow Design Lab by clicking on the link as shown.

3. Click Create Application File.

4. In the filter, type Action.

5. Highlight Action for Flow Designer and click on Create.

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6. Add the following information for the new action:

Name: Create Outage Record

Description: Action for creating an outage record from a task related record

7. Click Submit.

8. Click Create Input to add a new input.

9. Edit the Name field and change the value from variable to task.

10. Add in the following information for the input:

Type: Reference
References Table: Task [task]

11. Click the + button between Inputs and Outputs to add a new step.

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12. Select the Create Record step.

13. Select the Table as Outage [cmdb_ci_outage].

14. Click +Add Field Value.

15. Select Configuration Item from within the field selection drop-down.

16. Click on the Data Pill Picker and select Inputs.

17. Click the arrow next to the task Record to expand the available fields.

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18. Select Configuration Item.

19. Click +Add Field Value to add additional fields:

Configuration Item: task -> Configuration Item

Type: Outage
Begin: task -> Created
Task number: task
Short Description: Epic Charting Outage

20. Click the + button before Outputs to add an additional step.

21. Select the Create Record step.

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22. In the Table drop-down select list, choose Outages Tasks Link [task_outage].

23. Select +Add Field Value.

24. Select Task as the field and click on the Data Pill Picker.

25. Click on Inputs and select task.

26. Select +Add Field Value.

27. Select Outage as the field and click on the Data Pill Picker.

28. Select 1 – Create Record step -> Outage Record.

29. Click on Save and then Publish to save the action and publish it to be available in the
previously created flow.

Add the Action to a Flow

30. Select the Home button on the Flow Designer.

31. Select the Flows section and click on the previously created Epic Incident Flow.

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32. In the flow, find actions #1 and #2 and click on delete instance (the trash icon) next to each
to delete those actions.

33. Select Click to add an Action or Flow Logic.

34. Select Action.

35. Select Flow Design Lab > Create Outage Record.

36. Under the Create Outage Record action, select the Data Pill Picker next to the task field.

37. Select Trigger – Record Created > Incident Record.

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38. Select the up arrow to move the action up to be the first step.

39. Click Save to save the flow with the new action custom action.

Lab Success Verification

40. Click on Test along the Flow Designer header.

41. To run the test, select INC0010114 as the test incident.

42. Click on Run Test.

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43. After the test run executes, click on the link titled Flow has been executed. To view the flow,
click here in order to view the test progress.

44. When the next tab opens in the Flow Designer, the status of the flow should be at Waiting
for the Ask for Approval action.

45. Add a new tab to your browser and navigate to your instance URL (instance_name.service-
now.com).

46. Within the navigation menu, navigate to Flow Designer & IntegrationHub Lab -> Epic
Incidents.

47. Click on INC0010114 (the incident that the test flow was just run against) to navigate to the
incident.

48. Under the Related Records tab, verify that an outage record has been created and linked to
the incident.

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Lab Goal
This lab explains how to use the IntegrationHub to update a flow to Lab 3.0
include a basic Slack channel integration. Such an integration can be
used to expand collaboration beyond the ServiceNow Platform. Posting to
Your instructor already has a built Slack channel and will display the chat
a Slack
on the projector so you can verify your results. Channel

Add a Slack Channel Action

1. In the application menu, navigate to Flow Designer & IntegrationHub Lab -> Flow Designer.

2. Open the Epic Incident Flow by clicking on the link as shown below.

3. Select Click to add an Action or Flow Logic at the bottom of the flow.

4. Choose Action.

5. Highlight Action for Flow Designer and click on Create.

6. Select the action from Slack > Post Incident Details.

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 A Slack channel has been configured for use with this lab. If you have your own Slack
channel, you may use that to publish the content to. Under the Webhook URL field value,
copy and paste your SLACK URL.

Login to: https://integrationhubmeetup.slack.com

User: [email protected]
Password: now@now
Go to channel: #incidents

Or create your own account:

Sign up for workspace integrationhubmeetup by using the link below
(this workspace is only for this meetup and will be removed soon)
https://join.slack.com/t/integrationhubmeetup/shared_invite/
enQtMzQ5ODc2MjI5NjY1LWI1NTQ1ZTc1OGVjMTg4MDFkOTVjYTNiM2QwNTdhMDU5ZDE1Y
WU5ODQ3OTQ1NjZkOGE4ZTA4MjkzMDI5MWMyYzk
After signing up go to channel #incidents

The webhook URL is:

https://hooks.slack.com/services/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

7. Add in the additional field values as shown below:

Username: <Your name to appear in the Slack Channel>

Channel: incidents

8. Click on Done to complete the action.

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9. Click Save in the header to save the flow.

Lab Success Verification

10. Click on Test along the Flow Designer header.

11. To run the test, select INC0010119 as the test incident.

12. Click on Run Test.

13. After the test run executes, click on the link titled Flow has been executed to view the
progress of the test.

14. When the next tab opens in the Flow Designer, the status of the flow should be at Waiting
for the Ask for Approval action.

15. Add a new tab to your browser and navigate to your instance URL
(https://<instance_name>.service-now.com).

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16. Within the navigation menu, navigate to Flow Designer & IntegrationHub Lab -> Epic
Incidents.

17. Click on INC0010119 (the incident that the test flow was just run against) to navigate to the
incident.

18. Under the Approvers related list, double-click an approval and change the value from
Requested to Approved. Click on the green checkbox to save the value.

19. Go to the your own URL to access your Slack Workspace:

20. Once you are logged in, open the incidents channel and check there's a message from the
username you put into the Flow. It should look something like the message below:

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Lab Goal
eBonding, or bridging, ServiceNow instances is a common activity Lab 3.1
between customers with multiple instances, or even between a
customer and a vendor that also uses ServiceNow. eBonding to
This lab explains how to use the IntegrationHub to update the Epic
Another
incident management flow to include integration with another ServiceNow
ServiceNow instance. You will be required to configure your lab
instance with credentials for a personal demo or development Instance
environment. If you do not have your own environment for testing,
you can request a personal development instance at
https://developer.servicenow.com .

Configure the ServiceNow Connection & Credential Alias

1. In the application menu, navigate to Connection & Credentials -> Connection & Credential
Aliases.

2. Select the existing ServiceNow connection.

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3. Under the Connections related list, click on New to create a new Connection.

4. Add Demo Instance into the Name field.

5. Next to the Credential field, select the magnifying glass to see a pop-up window of existing
Credentials. Click on New to create a new credential for this connection.

6. When asked what type of Credentials to create, select Basic Auth Credentials.

7. Enter the following information for the credential and click Submit.

Name: Demo Instance

User name: admin
Password: <password to your demo instance>

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8. Once you’re returned to the new connection screen, enter in the URL for your demo
environment (https://<instance name>.service-now.com) and click Submit.

Add the ServiceNow eBonding Action

9. In the application menu, navigate to Flow Designer & IntegrationHub Lab -> Flow Designer.

10. Open the Epic Incident Flow by clicking on the link as shown below.

11. Select Click to add an Action or Flow Logic at the bottom of the flow.

12. Choose Action.

13. Highlight Action for Flow Designer and click on Create.

14. Select the action from ServiceNow eBonding Example -> Create Remote Incident.

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15. Next to the Incident field, select the Data Pill Picker and select Trigger – Record Created ->
Incident Record.

16. Click on Done to complete the action.

17. Click Save in the header to save the flow.

Lab Success Verification

18. Click on Test along the Flow Designer header.

19. To run the test, select INC0010128 as the test incident.

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20. Click on Run Test.

21. After the test run executes, click on the link titled Flow has been executed to view the
progress of the test.

22. When the next tab opens in the Flow Designer, the status of the flow should be at Waiting
for the Ask for Approval action.

23. Add a new tab to your browser and navigate to your instance URL
(https://<instance_name>.service-now.com).

24. Within the navigation menu, navigate to Flow Designer & IntegrationHub Lab -> Epic
Incidents.

25. Click on INC0010128 (the incident that the test flow was just run against) to navigate to the
incident.

26. Under the Approvers related list, double-click an approval and change the value from
Requested to Approved. Click on the green checkbox to save the value.

27. Log into your ServiceNow demo instance and verify that a new incident has been created.

28. Once successful eBonding has been verified, click Activate on the Flow Designer header to
publish the completed flow.

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