Creating incident in advanced work assigment from virtual agent chat

[developer18]

Hi,

Agents creating incident using /create_incident in advanced work assignment , Would like to understand which flow is there backend to create INC and map fields?

Thanks

Roopa

[Connectmustaq]

Hi @developer18 ,

When agents create incidents using the /create_incident endpoint in Advanced Work Assignment (AWA), the backend processing involves the Service Channel flow and associated routing flows configured specifically for incident management.

Backend Flow Behind /create_incident in AWA

• Service Channel (Incident)
  The /create_incident endpoint triggers processing on the Incident service channel in AWA. Service Channels represent types of work items (Incidents, Cases, Requests) that AWA manages.

• Routing Flow for Incidents
  The Incident service channel has a Routing Flow defined in Flow Designer. This flow handles:

  • Creating and initializing the incident record,

  • Mapping incoming fields from the API or user input,

  • Applying business rules or assignment logic,

  • Routing the incident according to skill, availability, or assignment group.

• Field Mapping and Data Population
  Field mapping is defined within these routing flows and sometimes in subflows that allow customization of how fields from the input (API body or UI form) populate the incident record.

• Assignment and Work Item Creation
  As part of the flow, incident assignment rules or AWA logic determine the assignment group and assignee based on configured conditions and workload balancing.

You can check or  Customize This Flow

1. Service Channels

   • Navigate to Advanced Work Assignment > Service Channels in your instance.

   • Open the Incident service channel to see configuration details.

2. Routing Flows

   • Each service channel has an associated Routing Flow.

   • Review this flow in Flow Designer for details on incident creation, field mapping, and routing steps.

3. Subflows and Assignment Logic

   • Look for subflows or scripted steps within the routing flow that map input data to incident fields.

   • Customize or extend these as needed to change mapping or behavior.

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Mohammed Mustaq Shaik

[developer18]

Thers is no service channel for INC

[Connectmustaq]

Hi @developer18 ,

 

If you don’t see a dedicated Service Channel for Incident in your Advanced Work Assignment (AWA) configuration, it could be because:

 

Reasons Why Incident Service Channel May Not Appear

1. Service Channel Not Created Yet:
   Some ServiceNow instances may require manual creation/configuration of Service Channels for certain workload types, including Incident.

2. Default Incident Assignment Using Legacy Flows or Business Rules:
   Incident assignment in your instance might still use the classic assignment logic, business rules, or legacy workflows rather than the AWA Service Channel model.

3. Licensing or Plugin Scope Restrictions:
   Certain plugins or licensing levels enable AWA and Service Channels. If those are not fully activated, Service Channels for Incident may not appear.

4. Different Naming or Use of Service Channel for Similar Workloads:
   The incident workload may be managed under a generic or differently named Service Channel or grouped under a broader workload.

Try to check next steps as:-

1. Verify AWA Plugin and Service Channel Setup

• Confirm that Advanced Work Assignment plugin and dependencies are activated.

• Navigate to Advanced Work Assignment > Service Channels and search or create a new Service Channel for the Incident table (incident).

2. Create or Enable Incident Service Channel

• If missing, create a new Service Channel record with:

  • Target Table: incident

  • Name: “Incidents” or similar

• Associate or create a Routing Flow for this channel to handle incident creation and assignment.

3. Check for Legacy Incident Assignment Flows

• Review if your instance is still using older Incident Assignment Workflows (in Workflow Editor) or Business Rules on the incident table.

• AWA via Service Channels is an enhancement and may coexist or replace legacy methods depending on implementation.

4. Consult ServiceNow Admin or Support

• If you believe the Service Channel should exist but doesn’t, consult your instance admin or ServiceNow support to confirm AWA licensing and configuration status.

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Mohammed Mustaq Shaik