Using the ServiceNow Action Templates

Back to Actions Integrations

Use prebuilt ServiceNow action templates to auto-create dialog tasks for managing incidents and requests.

To access 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.

   

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Supported Actions

Task	Description	Method
Create an Incident	Creates a new incident in the system.	POST
Update an Incident	Updates the incident details.	GET
List All Incidents	Retrieves all incidents from the system.	PUT
Find an Incident	Searches all incidents that match a keyword.	GET
Delete Incident	Deletes an incident.	DELETE
Create a Request	Creates a request in the system.	POST
Update a Request	Updates a request in the system.	GET
List All Requests	Retrieves all requests from the system.	GET
Find a Request	Searches all requests that match a keyword.	GET
Delete Request	Deletes a request.	DELETE

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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:

   

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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:

   

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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:

   

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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:

   

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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:

   

If you enter an incorrect ID, the 404 – No Record Found error message is displayed.

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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:

   

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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.

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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.

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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.

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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.

If you enter an incorrect ID, the 404 – No Record Found error message is displayed.