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. Feel free to comment below with questions or suggestions.
View Part 1 here:Trigger a Custom Now Assist Skill via Flow - Part 1
Last time we just got our Now Assist skill published with the flow action added. Now that it is published to the Now Assist Admin module, we need to go activate it for flow designer so it will show up in the “Execute Skill” flow action.
Head over to All -> Admin Center -> Now Assist Admin.
You should now see the Now Assist Admin homepage. Click the “Now Assist Skills” tab at the top.
We have placed the skill in the “Other” workflow. Click “Other” on the menu on the left side. Note if you selected a different Workflow in the deployment settings of the skill, you will have to search for your custom skill under that workflow. Under the “Active” tab I clicked on “Set Incident Category” skill since I activated mine for a UI Action previously. If you have not activated your skill yet, you will find it under the “Available” tab.
Now we can see that there is a new section called “View trigger” to allow it to be triggered as a Flow Action. Go ahead and click the display toggle to active it. Then click "Save and continue" through the rest of the tabs. You can adjust any settings such as roles and so on if needed.
On the summary page review your settings for your skill and click “Done”.
Now let’s open Flow Designer to create a no code flow that triggers when an incident is assigned to the “IT Support” group and will categorize the incident by calling out “Set Incident Category” skill. You can open Flow Designer by going to All -> Process Automation -> Flow Designer.
You should now see the Flow Designer homepage. Click on “New” and select “Flow” from the dropdown as we want to create a new Flow with its own trigger.
Now you should be redirected to input details of the new Flow. I am going to use the Now Assist for Creator features to help build my Flow. It will allow me to describe the flow and generate a starting place for me. You can always create the flow manually from scratch. For the name, I will call it “Set Category on Incident – IT Support” and for the description, When an incident is active and the assignment group goes from empty to “IT Support” group I want to run the “Set Incident Category” Now Assist Skill Kit skill. Once completed, click “Generate flow preview”
Depending on the complexity of your flow, Now Assist will think from a few seconds to a few minutes.
Once the flow is generated, it will show you a preview of the flow. You can update the description and regenerate the flow if it is not what you were looking for. You can always discard it completely and start from scratch. I am going to accept the flow as it is.
Join me in part 3 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 3 here: Coming soon!
