Automating Service Request from a predefined catalog item from Alert

[Shruti08]

Hi all,

I need some guidance and steps to automate the process of creating Service Request from a predefined catalog item by taking required values from an alert.

I'm trying to use Alert management rule and sub flow for this. So please help me by shedding some lights on the steps to follow.

Thanks in advance

[Swarup Patra]

Sure, here are the steps to automate the process of creating a Service Request from a predefined catalog item by taking required values from an alert using Alert Management Rule and Subflow:

1. **Create a Catalog Item:**
- Navigate to Service Catalog > Catalog Definitions > Maintain Items.
- Click on New to create a new catalog item.
- Fill in the necessary details like Name, Short description, Catalogs, Categories etc.
- Define the variables that will hold the values from the alert.

2. **Create an Alert Management Rule:**
- Navigate to Event Management > Rules > Alert Management.
- Click on New to create a new rule.
- Define the conditions for the rule to trigger. For example, you can set it to trigger when an alert is created or updated.
- In the Actions tab, select Run Script and write a script to create a new Service Request using the catalog item created in step 1. Use the alert values to populate the variables of the catalog item.

3. **Create a Subflow:**
- Navigate to Flow Designer > Designer.
- Click on New > Subflow.
- Define the inputs for the subflow. These should match the variables defined in the catalog item.
- In the subflow, use the Create Record action to create a new Service Request. Use the inputs to populate the variables of the catalog item.
- Save the subflow.

4. **Update the Alert Management Rule:**
- Go back to the alert management rule created in step 2.
- In the Actions tab, update the Run Script action to call the subflow created in step 3. Pass the alert values as inputs to the subflow.

5. **Test the Automation:**
- Create or update an alert that meets the conditions of the alert management rule.
- Check if a new Service Request is created with the correct values from the alert.

Please note that the exact steps may vary depending on your ServiceNow version and configuration.

nowKB.com

[Dr Atul G- LNG]

chatgpt already answered 🙂