Optimizing Incident Workflow Automation for Content Management Tasks

abdulbasit98
Giga Explorer

3 weeks ago

I’m managing IT-related workflows for content operations, including handling submissions and updates for Modern Food Catering, and I’m exploring how to automate routine incident and task management in ServiceNow. Currently, content requests and issue tickets are created manually, which leads to delays during peak activity periods.

I’m looking for guidance on best practices for automating ticket assignment, approvals, and notifications specifically for non-technical tasks, such as content updates or website workflow issues. Are there recommended workflow templates, scripts, or tools in ServiceNow that help streamline these types of operations without overcomplicating the process?

Any examples, tips, or case studies from the community would be greatly appreciated.

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Matthew_13
Mega Sage

3 weeks ago

You’re on the right track looking to automate this in ServiceNow it’s actually very well suited for non-technical workflows like content updates and website requests.

Start with Flow Designer. It’s low-code, easy to maintain, and perfect for automating things like:

  • Auto-assigning tickets based on category content update website issue

  • Triggering simple or conditional approvals only when needed

  • Sending notifications when tickets are created, approved, or stuck

For most content operations, you can avoid scripting entirely by using:

  • Flow Designer actions Create Task Ask for Approval Update Record

  • Flow Templates or Subflows to reuse common patterns

  • Decision tables for routing logic instead of hard-coding rules

Best practices that work well in content teams:

  • Keep flows simple and category-based

  • Automate only the repetitive parts assignment, approvals, reminders

  • Use notifications sparingly so people don’t tune them out

  • Build and test in a sandbox first

A common setup I’ve seen work well:

  1. Content request is submitted

  2. Flow auto-assigns it to the right group

  3. Approval is triggered only if required

  4. Status updates and notifications happen automatically

This usually removes most manual handling and speeds things up during peak periods without overengineering the process.

 

@abdulbasit98 - Please mark as Accepted Solution and Thumbs Up if you found Helpful!!

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