Hello everyone,
I would like to share a practical use case that we recently implemented in ServiceNow. This helps agents instantly identify incidents that require their action based on the latest caller response, reducing missed updates and response delays.
Use Case Overview
The objective is to automatically indicate when an Incident requires agent action by using a Needs Attention checkbox that is:
- Checked when the caller adds a comment
- Unchecked when an agent responds
- This enables agents to quickly identify incidents awaiting their response, prioritize work efficiently, reduce missed updates, and improve response time and overall incident handling.
All of this is achieved using Flow Designer
Implementation
1. Create a custom field 'Needs Attention' of type boolean.
2. Create a flow designer.
Trigger:
Incident created or updated, and state is not one of closed/cancelled and additional comments changes (or)
State changes from resolved and state changes to In Progress.
Actions:
If incident is updated by caller, i.e., Triggered Record created or updated > Incident Record > Updated By is Triggered Record created or updated > Incident Record > Caller > User Id
Update record: Update the incident record by set Needs Attention checkbox to true
else uncheck the needs attention check box
Final flow
I hope this use case helps others who are working on similar requirements.
Happy to hear your thoughts or answer any questions!
