ServiceNow Flow designer

tsai25044 · ‎12-20-2023

Hi ,

Need to create an incident with attachment in it when a SLA is triggered and the report is sent to particular group using FLOWDESIGNER.

Here we need to use trigger we cannot use use inbound email.

Any help.

Amit Verma · ‎01-02-2024

Hi @tsai25044

I have already given the screenshots in my earlier answer. Please refer to the older replies for the same.

Thanks & Regards

Amit Verma

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View solution in original post

Dr Atul G- LNG · ‎12-26-2023

Hi @tsai25044

This is heavy customization and efforts will be more. So try to see can we use OOTB or not.

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tsai25044 · ‎12-26-2023

Hi @Dr Atul G- LNG

OOTB functionalities won't work. We need to create a custom action . In which we need to add parameters that calls the tables which are used while report is created.

Regards.

Amit Verma · ‎12-28-2023

Hi @tsai25044

If I understood your requirement correctly, once the report is generated, it is sent via email to end users. You want the flow to trigger the moment this report is dispatched via email ?

If yes, we can build a flow that can be triggered once we have a record created in the email table for your report. Inside the flow, we can create the incident and fetch the attachment being available in the email using a custom action so that it could be attached to your newly created incident. Let me know your thoughts on this so that we can proceed accordingly.

Thanks & Regards

Amit Verma

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tsai25044 · ‎12-28-2023

Hi @Amit Verma ,

I think it is perfect solution by building custom action but i have no idea. Can you please help me with that and if possible can you share those pictures of that flow.

Regards,

saiteja.

Amit Verma · ‎12-28-2023

Hi @tsai25044

Please refer to below screenshots and configure your flow accordingly :

Step 1 : Make the trigger as Record Created on "sys_email_attachment" table with filter conditions as Email is name of your Report Record and File Name as name of the attachment created by your report ( You can find these details from your email logs table).

Step 2 : Use Create Record to create Incident Record

Step 3 : Use Look Up Record on sys_attachment table with filter condition as sys_id as sys_id of the email attachment record generated from trigger.

Step 4: Use Copy attachment to copy the attachment to incident record :

Output :

Thanks & Regards

Amit Verma

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