scenarios on flow designer

[Mohit 101]

give me scenarios on flow designer

[M Iftikhar · Accepted solution]

Hi @Mohit 101,

ServiceNow Flow Designer is a powerful tool for automating processes and workflows without writing complex code. Here are some common scenarios where Flow Designer can be used effectively:

Incident Management - Auto-Assign and Notify on Incident Creation

Scenario: Automatically assign incidents to the appropriate group and notify the user when a new incident is created.

• Flow:

  1. Trigger: When a new Incident record is created.

  2. Check the incident category (e.g., Network, Software, Hardware).

  3. Based on the category, assign the incident to a predefined support group (e.g., Network Team, Software Team).

  4. Send an email to the user who created the incident confirming the assignment.

  5. Optionally, send a notification to the support group to alert them of the new incident.

Change Management - Automated Change Approval

Scenario: Automate the change approval process based on the change type.

• Flow:

  1. Trigger: When a Change Request is created.

  2. Determine the change type (e.g., Standard, Emergency, Normal).

  3. For Standard Changes, auto-approve and set the change status to "Approved."

  4. For Emergency Changes, send approval requests to the designated manager or higher authority.

  5. For Normal Changes, send approval requests to a Change Advisory Board (CAB).

  6. Notify the change requester of approval or rejection.

Service Catalog Request - Auto-Order Items

Scenario: Automate the process of ordering hardware items when a user submits a request via the service catalog.

• Flow:

  1. Trigger: When a user submits a request through the Service Catalog for a hardware item (e.g., laptop, phone).

  2. Check if the requested item is in stock.

  3. If available, create an Asset record in the system.

  4. Send an approval notification to the requestor and assign it to the procurement team.

  5. Notify the procurement team when an item is out of stock, providing an estimated restock date.

  6. If the item is out of stock, offer alternatives to the requester.

Employee Onboarding - Automate Account Creation

Scenario: Automate the creation of user accounts and provisioning of resources for new employees.

• Flow:

  1. Trigger: When a new Employee record is created in the HR system.

  2. Create a user account in Active Directory (via an integration or a REST call).

  3. Assign the employee to appropriate groups in ServiceNow for IT and HR access.

  4. Provision access to required software tools (e.g., Slack, Email, Jira).

  5. Automatically assign the employee a computer (if applicable) and create a Hardware Asset record.

  6. Notify the new employee with login credentials and instructions on accessing company resources.

Automated Notifications for SLA Breach

Scenario: Send automated notifications when an SLA (Service Level Agreement) is about to be breached.

• Flow:

  1. Trigger: When an incident or request is nearing the SLA breach time.

  2. Check the SLA timer to see if the resolution or response time is approaching the breach threshold.

  3. Send a notification to the assigned support group, alerting them that the SLA is about to breach.

  4. Optionally, escalate the task to a higher-level group if the SLA is not met in time.

  5. Notify the customer or user of any potential delays in resolution.

For more detailed insights and best practices on automating workflows in ServiceNow, you can check out this community post on Flow Designer

Go With the Flow - Flow Designer Tutorials and Use… - ServiceNow Community

Understand the Flow Designer with Example - ServiceNow Community

If my response helped, please mark it as the accepted solution so others can benefit as well.

[Abhishek_W · Accepted solution]

Hii @Mohit 101 

⭐Beginner Scenarios

1) Incident Auto-Assignment

When an incident is created, assign it to the correct group based on category or priority.
Send notification if it is a high-priority incident.

2) Email to Incident

Trigger flow on incoming email and create an incident automatically.
Populate caller, short description, and description from the email.

3) Auto-Close Incidents

When an incident stays in Resolved state for a defined time, close it automatically.
Prevents backlog of resolved records.

4) User Welcome Email

Trigger flow when a new user record is created.
Send a welcome email with login or onboarding details.

 

⭐ Intermediate Scenarios

5) Manager Approval Flow

Trigger when a catalog request is submitted.
Send approval to manager and proceed based on approval or rejection.

6) SLA Breach Warning

Trigger when task SLA is about to breach.
Notify assignment group or escalate priority.

7) Incident to Change Automation

When a Priority-1 incident is created, generate an emergency change.
Link the change record back to the incident.

😎 Request Auto-Fulfillment

Trigger on RITM creation and generate SC Tasks automatically.
Close the RITM when all tasks are completed.

 

⭐  Advanced Scenarios

9) Email-Driven Request

Trigger on email and create Request, RITM, and SC Tasks using a hidden catalog item.
Used when no user catalog submission is required.

10) Parallel Task Execution

Create multiple SC Tasks in parallel from a single RITM.
Wait until all tasks are closed before closing the RITM.

11) Dynamic Assignment via CMDB

Assign task based on the selected CI’s support group.
Uses CMDB data for dynamic routing.

12) Auto-Reopen Incident

Reopen an incident automatically if the caller adds a comment after closure.
Notify the assignment group about the reopen.

 

⭐ Expert Scenarios

13) Major Incident Automation

Trigger when an incident is marked as Priority-1.
Create Major Incident record and notify stakeholders.

14) CMDB-Driven Incident Routing

Route incidents based on CI relationships and ownership.
Ensures correct team assignment without manual intervention.

15) Cross-Table Orchestration

Trigger on change approval and create related incidents and tasks.
Update CI status and notify impacted users.  

💡💡If you find this any helpful , give thumbs👍 and accept my solution✔️

Regards,

Abhishek Wangate

Technical Consultant