The intention behind this blog is to give an overview about Flow designer which is a new feature introduced in Kingston to configure the process flow without any code involved.

  • Usage and benefits of Flow Designer:
    • Flow designer is introduced to configure the process flow without having any developer knowledge.
    • It is used to automate daily processes.
    • It is very useful and user friendly for all ServiceNow users, even for non-technical users and management people.
    • Reduces development cost in business.
  • We can automate the following through it:
    • Employee onboarding and off boarding operations.
    • Password reset and expiration management.
    • Task management.
    • Simple business logic.
  • Roles for flow designer configuration:
    • flow_designer- Full access to flow designer.
    • flow_operator- View access.
    • action_designer- Only to create and edit actions.
  • Flow designer consists of the following:
    • Trigger:
      • Trigger point to initiate the flow.
    • Action:
      • Have pre-defined actions to be performed which are useable unit.
    • Flow Logic:
      • Its logic of process where condition and if/else is included.
    • Trigger:
      • We can trigger the flow on record creation/update or we can schedule it.
    • Actions:
      • ServiceNow Core:
    • It contains core actions of ServiceNow like create/update/delete/look up record, create task, approval, email, log and wait for condition.
      • Global:
    • Here one will find custom actions (created by them) if they have any in this scope.
      • Connect:
    • Action which can add group, user, and message to a task.
      • Customer service:
    • These are customer service management actions which can add comment/work note to a task or assign/create/update/escalate task.
      • ITSM
    • These are actions which operate on ITSM modules like incident/problem/change/request.
    • For example, create change, incident and problem in different scenarios or can add comments or can do assignments.
      • Visual Task board
    • These actions are to manage the boards, lanes, cards, board members, and assignees in VTB.
      • IntegartionHub
    • This is used to for integration with other system which required IntegrationHub plugin.
    • Flow designer and IntegrationHub are correlated to each other. One can say IntegrationHub is sub-part of flow designer which is used to integrate with other system using flow designer. Basically it is used to automate integration task.
    • Flow Logic:
    • This is to provide condition to the flow like apply action on each record it gets or apply if any condition gets true.
    • We have for each and if/else logic in flow designer.
  • Best practice for Flow Designer:
    • If configuring/automating existing process in ServiceNow then deactivate the original one.
    • Run test only on Dev and QA and not on production. It might affect existing data.
  • An example of configuring simple flow with processing incident is provided below with screenshots:
  • Configure trigger point:
    • Flow gets triggered once incident is created with state new.
  • Send email to caller that incident has been raised successfully.
  • Send this incident for approval to manager of the caller.
  • Configure approver rule:
  • Send email to approver that you have record to approve:
  • One can drag data from right side of panel to the left side as below:
  • Set condition if approval is approved:
  • Once incident is approved, add action ‘Assign Incident to CI Support Group’ or to ‘Assignment Update’.
  • Select incident:
  • Create task for this incident:
  • Update Assignment group to task created above:
  • Add else condition and send an email to caller of incident that incident has been rejected:
  • In else condition, put one more action to update the record and make the state to close.
  • We are pretty sure that this blog must have given an insight to Flow Designer in ServiceNow.
  • Any comments/suggestions are most welcome. We have posted further blogs as well on other topics and will frequently come back with something innovative.