Create a payload for external third-party providers

Create a payload for external third-party providers to send your work items to the external queue.

Before you begin

Role required: admin

Procedure

1. On your ServiceNow instance, navigate to All > Advanced Work Assignment > Queues.
2. Create a queue enabling External Routing.
   For more information about creating a queue with external routing, see Enable external routing for queues.
3. Open the provider record, select the subflow that you created, and select Save.
   For more information about creating a subflow, see Create a subflow.
4. In the External Event definition section, create a definition form or modify the existing demo data records by changing the provider name you created.

   Figure 1. Provider for External Routing

   

   The payload script in the External event definition [awa_external_event_definition] table has the event type and payload information that you send to the third-party providers. Therefore, it is required for you to change all the events' provider to the provider you created.

   Figure 2. Payload for External Routing

   

   In the payload script:

   • current refers to the work item glideRecord associated with the queue. You can access all the workitem records from the glideRecord current.
   • queueObj is the glideRecord for the existing awa_queue record.
   • additionalParams refers to the parameters from the document table.

   Note:

   Before saving the script, verify that you have the required data.
5. Select Update.