Hi ServiceNow Experts,
I am seeking your high-level guidance on implementing the following automation use case in ServiceNow.
The objective is to automate the resolution of incidents related to devices not receiving Windows Updates through Microsoft Autopatch. The process would begin by categorizing such issues under a specific incident type in ServiceNow, for example, “Windows Update Failure – Autopatch.” When a user raises an incident, the form should capture essential details such as device name, OS version, update history, and confirmation of Intune and Autopatch enrollment.
Using ServiceNow Flow Designer, a workflow can be triggered to validate the device’s compliance status and Autopatch enrollment through Microsoft Graph API or an existing Intune integration. The automation would then evaluate common failure scenarios, including missing update rings, paused deployments, or policy misconfigurations.
If the device is found to be non-compliant, the workflow could initiate predefined remediation actions such as forcing a policy sync, restarting Windows Update services, or re-enrolling the device into Autopatch. These actions may be executed via Intune remediation scripts or remote PowerShell, with execution results captured and logged within the ServiceNow incident.
If the issue is successfully resolved, the incident can be automatically closed with a summary of remediation steps performed. If not, the ticket should be escalated to the engineering team with all relevant diagnostic data attached.
I would appreciate your high-level advice on how best to approach this implementation within ServiceNow.
Best regards,
Sajid Khan
