Using the ServiceNow Action Templates

1. Go to Automation AI > Use Cases > Dialogs and click Create a Dialog Task.
2. Under Integration, select ServiceNow.
3. If no integration is configured, click Explore Integrations to set one up. See Actions Overview.

​

Supported Actions

​

Create an Incident

1. Install the template from ServiceNow Action Templates.
2. The Create a Incident dialog task is added with the following components:
   • createIncident – User intent to create an incident.
   • createIncidentShortDescription and createIncidentDescription – Entity nodes for incident details.
   • createIncidentService – Bot action service to create an incident. Click Edit Request: Sample Request:
     {
       "short_description": "Unable to log in to my mail app",
       "description": "I see an error stating user with this mail id doesn't exist"
     }
     
     Click +Add Response: Sample Response: (truncated)
     {
       "result": {
         "number": "INC0011182",
         "sys_id": "e0f70482478e11105474f088436d4xxx",
         "state": "1",
         "incident_state": "1",
         "short_description": "21-sept-2022",
         "sys_class_name": "incident",
         "category": "inquiry"
       }
     }
     
   • setCallerService – Bot action service to set a caller node.
   • createIncidentMessage – Message node to display responses.
3. Click Train, then Talk to Bot to test:
4. The new incident is created in ServiceNow:
5. Click View Incident to see incident details:

​

Update an Incident

1. Install the template from ServiceNow Action Templates.
2. The Update an Incident dialog task is added with the following components:
   • Update Incident – User intent to update an incident.
   • SysId, updateRecordFields, updatedShortDescription, updatedDescription – Entity nodes for update details.
   • prepareUpdatePayloadScript – Bot action script to update an incident.
   • updateIncidentService – Bot action service to update an incident.
   • updateIncidentMessage – Message node to display responses.
3. Click Train, then Talk to Bot to test:
4. Enter all incident update details when prompted. The incident is updated in ServiceNow:

​

List All Incidents

1. Install the template from ServiceNow Action Templates.
2. The List All Incidents dialog task is added with the following components:
   • List All Incidents – User intent to list all incidents.
   • listAllIncidentsService – Bot action service to fetch all incidents. Click +Add Response:
   • listAllIncidentsMessage – Message node to display responses.
3. Click Train, then Talk to Bot to test:

​

Find an Incident

1. Install the template from ServiceNow Action Templates.
2. The Find an Incident dialog task is added with the following components:
   • Find Incident – User intent to find an incident.
   • findRecordFields, findRecordSysId, findRecordNumber, findShortDescription, findDescription – Entity nodes for finding an incident.
   • prepareSearchingFieldScript – Bot action script to prepare search fields.
   • findSearchingFieldScript – Bot action service to search incidents.
   • findIncidentMessage – Message node to display responses.
3. Click Train, then Talk to Bot to test:

​

Delete an Incident

1. Install the template from ServiceNow Action Templates.
2. The Delete an Incident dialog task is added with the following components:
   • Delete Incident – User intent to delete an incident.
   • SysId – Entity node for the incident ID.
   • deleteIncidentService – Bot action service to delete an incident.
   • deleteIncidentMessage – Message node to display responses.
3. Click Train, then Talk to Bot to test:

​

Create a Request

1. Install the template from ServiceNow Action Templates.
2. The Create Request dialog task is added with the following components:
   • Create Request – User intent to create a request.
   • createRequestShortDescription and createRequestDescription – Entity nodes for request details.
   • createRequestService – Bot action service to create a request. Click Edit Request: Sample Request:
     {
       "short_description": "Need a new device",
       "description": "old one not working"
     }
     
   • createRequestMessage – Message node to display responses.
3. Click Train, then Talk to Bot to test:
4. Click View Request to see request details in ServiceNow:

​

Update a Request

1. Install the template from ServiceNow Action Templates.
2. The Update a Request dialog task is added with the following components:
   • Update Request – User intent to update a request.
   • SysId, updateRecordFields, updatedShortDescription, updatedDescription – Entity nodes for update details.
   • prepareUpdatePayloadScript – Bot action script to update a request.
   • updateRequestService – Bot action service to update a request.
   • updateRequestMessage – Message node to display responses.
3. Click Talk to Bot and follow the prompts to update a request.

​

List All Requests

1. Install the template from ServiceNow Action Templates.
2. The List All Requests dialog task is added with the following components:
   • List All Requests – User intent to list all requests.
   • listAllRequestsService – Bot action service to fetch all requests.
   • listAllRequestsMessage – Message node to display responses.
3. Click Talk to Bot and follow the prompts to view all requests.

​

Find a Request

1. Install the template from ServiceNow Action Templates.
2. The Find a Request dialog task is added with the following components:
   • Find Request – User intent to find a request.
   • findRecordFields, findRecordSysId, findRecordNumber, findShortDescription, findDescription – Entity nodes for finding a request.
   • prepareSearchingFieldScript – Bot action script to prepare search fields.
   • findRequestService – Bot action service to search requests.
   • findRequestMessage – Message node to display responses.
3. Click Talk to Bot and follow the prompts to find a request.

​

Delete a Request

1. Install the template from ServiceNow Action Templates.
2. The Delete a Request dialog task is added with the following components:
   • Delete Request – User intent to delete a request.
   • SysId – Entity node for the request ID.
   • deleteRequestService – Bot action service to delete a request.
   • deleteRequestMessage – Message node to display responses.
3. Click Talk to Bot and follow the prompts to delete a request.