Action utility

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Action utility

    The Action utility in Virtual Agent topics allows you to create flow action nodes that integrate with ServiceNow Workflow Studio. This integration enables the execution of reusable operations or automated sequences (subflows) directly within Virtual Agent conversations, enhancing automation and user interaction capabilities.

    Show full answer Show less

    Key Features

    • Node name: Define a unique name for the Action node within the Virtual Agent flow.
    • Invoke Workflow Studio asset: Select the type of Workflow Studio component to invoke:
      • Action: A reusable operation.
      • Subflow: A sequence of reusable actions with defined inputs and outputs.
    • Spoke: Choose the scoped application that contains Workflow Studio content relevant to a specific application or record type.
    • Action/Subflow: Select the specific Workflow Studio action or subflow to execute. Input and output mappings adjust dynamically based on this selection.
    • Wait for response? Toggle to determine if the Virtual Agent should pause until the action completes and returns a response.
    • Input mapping: Map variables to inputs required by the selected action. Supports various input types including strings, referenced records, scripts, and secure password inputs (using password2 data type with masking).
    • Output mapping: Define the variables to capture outputs from the action for use later in the conversation flow.
    • Advanced Permissions: Specify execution permissions:
      • User who initiates session: Runs the action with the current user’s permissions.
      • System User: Runs the action with elevated system privileges.
    • Hide this node: Use a no-code condition or low-code script to conditionally show or hide this node based on a logical evaluation.

    Practical Use for ServiceNow Customers

    ServiceNow customers can use the Action utility to embed complex Workflow Studio processes within Virtual Agent conversations. This enables automated operations and subflows that interact with records or applications, improving efficiency and user experience. The flexibility in permission settings and conditional display of nodes allows secure and context-aware automation tailored to business needs.

    Use the Action utility in a Virtual Agent topic to select the flow action properties that the node should create. The Action utility integrates Virtual Agent with the ServiceNow Workflow Studio product.

    Action utility properties

    Specify the flow action properties for the node you want to create.

    Property Description
    Node name The name of this Action node.
    Invoke Workflow Studio asset
    Workflow Studio component type. Select one of the following:
    • Action: A reusable operation.
    • Subflow: An automated process that consists of a sequence of reusable actions, data inputs, and outputs.
    Spoke

    Name of the scoped application that contains Workflow Studio content that is dedicated to a particular application or record type.

    For a list of default spokes, see Spokes.
    Action/Subflow

    The Workflow Studio action or subflow to be performed in the instance. The Input mapping and Output mapping areas change depending on your selection.

    For details about the action, select the link beneath your selection to view it in Workflow Studio.
    Wait for response?

    Toggle switch that determines whether Virtual Agent waits for a response from the specified action before continuing.
    Input mapping The variables to be used as input to the selected action. The contents of this area change according to the action you selected. Options may include string input, referenced records, scripts, and so forth.

    For options that require a password, enable the Include a password input toggle switch to prompt the user for a password. Secure inputs must use the password2 data type. Input is securely masked and not viewable by others.

    Note:

    If a field is locked and you can’t enter a string, the pill picker value must match the field type. For example, if the field type is document_id, the referenced value type must also be document_id. If no matching field exists, reference a field created in another FDIH action output or use a script.
    Output mapping The variables to be output by the selected action. The contents of this area change according to the action you selected.
    Advanced
    Permissions
    Run as
    Permissions to use for the action. Select one of the following options:
    • User who initiates session: When selected, the action runs using the same permissions that the current user has.
    • System User: When selected, the action runs using system privileges, some of which may be unavailable to the current user.
    Hide this node
    Conditionally show this node if

    No-code condition statement or low-code script that specifies a condition for presenting this node in the conversation. The condition must evaluate to true.

    Example Action utility

    Action utility properties. Different Input and Output properties appear depending on which Action or Subflow you select.