Link Subflow and Payload to External Queues

Link the subflow and the payload to your external queue to complete external routing.

Before you begin

Role required: admin

Procedure

1. On your ServiceNow instance, navigate to All > Advanced Work Assignment > Queues and select your Queue.
2. On your Queue form, check the External field checkbox.
3. In the External third-party provider section, select the provider you chose while creating the payload.
   For more information, see Create a payload for external third-party providers

   If you need any additional information, add it in the additionalParams of the payload script, and select the added params from the Document Fields to include slush bucket.

4. From the FDIH Dashboard, select Test.
   While you want to test your flow action, ensure that you select the HTTP(s) Connection you configured previously, the Resource Path URL for the third-party external provider, and provide the sample payload.
5. In the script to run the FD, provide the necessary Work Item ID and the interaction sys_id.
6. Verify that you have the third-party external provider URL in the outbound HTTP logs after testing.
   Open the third-party external CCaaS provider and verify the transaction logs for the endpoint.

What to do next

You can perform a quick setup test using the demo data by connecting to your external provider. For more information, see Define external routing test implementation.