RTD issue in flow designer

vinay_nalla
Tera Contributor

‎09-23-2025 07:26 AM - edited ‎09-23-2025 07:27 AM

Hi, 


We have upgraded the  plugin Service Bridge for Providers(2.0.55) to latest version in the provider instance. After the upgrade, the Remote Task Definition (RTD) option became unselected in Flow Designer.

Previously, we had created a Flow Designer flow to generate remote tasks in the consumer instance, where we were able to select the Remote Task Definition. However, after the plugin upgrade, the Remote Task Definition is no longer available for selection.

vinay_nalla_0-1758637530146.png

what should be action here, 

 

0 Helpfuls
  • 840 Views
3 REPLIES 3

nawalkishos
Tera Guru

‎09-23-2025 07:33 AM

Hi @vinay_nalla ,

 

Please review the below points-

 

1.After upgrading the Service Bridge for Providers plugin, the Remote Task Definition (RTD) field in Flow Designer may disappear due to changes in plugin behavior, scoping rules, or action configurations.

2.To fix this, verify RTDs exist and are active, check the Flow Action inputs, test with a new flow, and ensure correct scoping and permissions

3.Contact ServiceNow Support if the issue persists.

 

If my response helpful then please mark as helpful and accept the solution

 

Thank you!!

0 Helpfuls

Phillip Godwin
ServiceNow Employee

‎09-23-2025 12:33 PM

Hi Vinay - In the X release when we introduced mismatched version support for SB we introduced the sn_sb_identity table  whose records store the most recent version of an entitlement (RTD, remote catalog, etc).  The pulldown in flow designer is looking at RTDs in the identity record table.  My guess is that for some reason (unsure why) an identity record doesn't exist for your RTD.  If you open the RTD and choose the Copy UI action to create a copy, I think you'll see the copy shows up in the pull down.

0 Helpfuls

Jappau
Tera Contributor

yesterday

I had the same issue, and this is how I fixed it... 

My findings:

Service Bridge Integration – Investigation Summary

Environment: Provider and Consumer instances of Service Bridge
Plugins: Service Bridge for Providers and Consumers (upgraded to latest version, 2.0.55)
Feature Affected: Flow Designer Remote Task Definition (RTD) selection in the provider instance

Investigation Summary:

  • Whenever a trigger attempts to recreate a remote incident, the Flow errors out and loses the “Create Remote Task” information.
  • After reviewing the provider instance following the plugin and instance upgrades, I found that the RTD dropdown in Flow Designer is empty, preventing the creation of remote tasks and breaking automation flows that rely on RTDs.
  • The root cause is that Flow Designer now pulls RTDs from the sn_sb_identity table rather than directly from the RTD table.
  • The recent plugin upgrade introduced mismatched version support and the identity table, but the instance upgrade did not automatically populate identity records for existing RTDs. As a result, existing RTDs do not appear in the dropdown.

Impact:

  • Existing flows that rely on RTDs fail until identity records exist.
  • Any new RTDs also require identity records to appear in Flow Designer.

Resolution Implemented:

  • I created a script that automatically checks for missing identity records in sn_sb_identity and creates them for the affected RTDs.
  • After running the script, the previously missing RTDs appeared in Flow Designer, and remote tasks can now be created successfully.
var identityName = "XYZ Name - Incident Case to Incident";  // Name of the identity you are looking to create 
var rtdSysId = "94691d6d3b4f32d08b9491ae53e45a93";       // Sys ID of the existing RTD with the missing identity

// Check if the RTD exists
var rtd = new GlideRecord('sn_sb_pro_remote_task_def');
if (!rtd.get(rtdSysId)) {
    gs.info("Remote Task Definition not found: " + rtdSysId);
} else {
    // Check if an identity record already exists for this RTD
    var check = new GlideRecord('sn_sb_identity');
    check.addQuery('name', identityName);
    check.query();

    if (check.next()) {
        gs.info("Identity already exists: " + check.sys_id);
    } else {
        // Create a new identity record so Flow Designer can see the RTD
        var id = new GlideRecord('sn_sb_identity');
        id.initialize();
        id.name = identityName;
        id.published_revision_table = 'sn_sb_pro_remote_task_def'; // Link to RTD table
        id.published_revision = rtdSysId;       // Link to specific RTD

        var newId = id.insert();
        gs.info("Created Identity: " + newId);
    }
}


If my response helpful then please mark as helpful and accept the solution.

0 Helpfuls