I'm Forrest Falk, a ServiceNow Certified Master Architect. In this post, Ill share a CMA’s perspective on how to get our custom skill to be triggered automatically when it is assigned to an assignment group. This is a continuation from my last post where we built a custom skill to determine the category of an Incident from its short description and description and added it to the incident form. Feel free to comment below with questions or suggestions.
Watch series on creating a Custom Skill: Creating a Custom Skill with Now Assist Skill Kit - Part 1
Watch series on triggering a Skill from UI Action: How to Trigger a Custom Now Assist Skill via UI Action - Part 1
In the previous post we got the category skill to output the category of an incident in an information message when you click a UI Action on an Incident’s form. That is cool, but not as helpful as actually changing the category on the Incident for us. Now let’s work on how we can trigger our custom category skill to automatically trigger when it is assigned to the “IT Support” assignment group. Note this method could be used on any custom skill you want to run from a flow.
First, let’s open our custom skill in Now Assist Skill Kit (NASK). You can open NASK by going to All -> Now Assist Skill Kit -> Home.
Then select your skill from the list of skills at the bottom of NASK’s homepage. In this case I will be opening our “Set Incident Category” skill.
Now in the “Set Incident Category” skill we are going to click on the “Skill settings” tab on the top and then click “Deployment settings” tab on the left. Previously this was where we marked the skill to be deployed for a UI Action.
What we are going to do now is select the Flow action checkbox. This will allow us to call the skill as a Flow action. Go ahead and click “Save”. Now let’s publish our skill changes so it will show up as a Flow Action. I believe this is necessary for it to then show up as a Flow Action option in the Now Assist Admin Module. First go back to the “Prompt editor” tab. We need to finalize our prompt even though we have not updated the prompt we still have to finalize it again since we are adjusting the skill settings. Click “Update prompt” button on the top right of the prompt.
A popup window will confirm you want to update the prompt, click “Update prompt” again.
Now click “Finalize new version” it will be located where the “Update prompt” button was top right of the prompt.
Click “Finalize” in the popup window.
Now click “Publish” and you will get another popup asking you what version you want to finalize. I am going to select my V2 that I just touched to update. Then click “Publish” to publish the skill.
Now that it is published the most recent version. We need to activate the skill in Now Assist Admin module for it to show up in Flow Designer under the execute skill action.
Join me in part 2 below to continue working on triggering our custom skill via flow. Next, we will work on displaying the output and testing the UI Action.
Continue to part 2 here: Trigger a Custom Now Assist Skill via Flow - Part 2
