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.

[palanikumar]

Hi,

Flow designer are replacement of Workflow. They are used in multiple places

1) You can call it from Catalog Item

2) Change Model is using Flow designer in the backend

3) You can call Integration Hub spokes from Flow designer

4) You can scheduled it so the it can execute periodically

5) You can trigger it based on any record update and run some action

[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.

[SupriyaWaghmode]

Hello @MohitB243190199

Key Use Cases for Flow Designer:

• Catalog Item Fulfillment: Automate activities such as:
  • Creating approvals
  • Triggering notifications or emails
  • Creating and updating catalog tasks
  • Managing state transitions
  • Waiting for conditions (e.g., timers)
  • Updating or creating records
  • Building custom actions

2. Scheduling Activities:

Instead of using traditional scheduled jobs, you can create and trigger Scheduled Jobs directly through Flow Designer.
Refer to this LinkedIn post for more details on how to configure scheduled jobs.https://www.linkedin.com/feed/update/urn:li:activity:7311336230078623745/

3. Automating Integration Hub Activities:

Flow Designer also supports automation of Integration Hub actions, enabling seamless integration with external systems.

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In summary, Flow Designer serves as a centralized platform where you can define and execute various actions to automate business processes efficiently.  Triggered schedule job by Flow designer 

Please mark "accepted the solution" if this resolve your question. If this "Helpful" then click on thumb action.

Thanks & Regards,

Supriya Waghmode |ServiceNow Consultant

www.linkedin.com/in/supriya-waghmode

[kumkumr]

1.User Onboarding Automation

Business Scenario:
New employees need access on Day 1.

Trigger: HR Case → New Hire
Logic:

• Create AD account

• Create email

• Assign laptop task

• Grant application access
  Outcome:

• Zero onboarding delays

• Improved employee experience

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2. Auto-Close Incident After Resolution Confirmation

Business Scenario:
Incidents should close automatically if user does not respond.

Trigger: Incident → Resolved
Logic:

• Wait 3 days

• If no user response → Close incident
  Outcome:

• Clean backlog

• Accurate metrics

If this helps, please mark it as Accepted or Helpful.

kumkum rai