Components installed with ServiceNow Voice for ITSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Several contact flows and operation handlers are installed with activation of the ServiceNow Voice for ITSM application (sn_cti_itsm_cnt).

    Contact flows installed

    These contact demo flows are a quick way to set up inbound and outbound flow logic required by Amazon Connect.

    Contact flow Description
    ServiceNow ITSM Inbound Demo Flow

    Contains the call tree for inbound calls.

    When a caller contacts the call center, using the voice or dual-tone multi frequency (DTMF) inputs from caller, the contact flow is invoked in the Amazon Connect instance based on the caller context.

    This contact flow contains nodes that act as integration points between Amazon services and the ServiceNow instance.

    Depending on the nodes defined in the contact flow, the corresponding operation handlers are triggered in the ServiceNow instance.

    The caller then gets the response that is defined in the operation handler.

    Both real-time transcription (RTT), and advanced work assignment (AWA) are supported when configured during setup.
    ServiceNow ITSM Outbound Demo Flow

    Contains the call tree for outbound calls. It specifies the whisper message that a caller hears before getting connecting to an agent.

    Real-time transcription (RTT) is supported when configured during setup.

    Operation handlers installed

    Operation handlers are the bridge between the Amazon Connect instance and your ServiceNow instance.

    Operation handler Description
    sn_FallbackIntent Captures the user input
    manageIncident Manages an existing incident
    unlockAccount Unlocks a user account
    unlockAccount.DialogCodeHook Validates incoming info related to account unlocking
    announcements Makes announcement for a caller
    announcements.DialogCodeHook Validates incoming info for announcement creation
    manageIncident.DialogCodeHook Initializes the Amazon Connect instance and validates incoming calls
    createIncident Creates an incident
    createIncident.DialogCodeHook Validates incoming info for incident creation
    createITSMInteraction Creates interaction records for inbound calls
    fetchITSMInteraction Gathers details to help create outbound interactions