11 - Add the 'ServiceNow Update Incident' tool to your agent

In this module we will take the ServiceNow Update Incident workflow and add it as a tool in our Agent Loop workflow.

1. Return to the list of workflows in the Logic Apps by clicking on the Workflows link at the top of the page

   

2. Open the demo-conversational-agent workflow

   

3. Add a new tool.

   • Click on the +

     

4. Search and select the Call workflow in this logic app

   

5. Configure the Call workflow in this logic app action

   • Rename activity to tool-update-servicenow-incident
   • Workflow Name - tool-ServiceNow-UpdateIncident

   

6. Configure the Tool activity

   • Rename the tool to Update Service Now Incident

   • Description: This tool will update a ServiceNow Incident

   • Agent Parameters

     for each agent parameter click + Create Parameter

     • Name: Notes

       Type: String

       Description: Notes to be added to the incident

     • Name: Ticket Number

       Type: String

       Description: The ServiceNow TIcket Number

       

7. Configure the inputs parameters for the call to the logic app.

   • TicketNumber: @{agentParameters('Ticket Number')}
   • Notes: @{agentParameters('Notes')}

   

8. Save your workflow

   

Test your agent

1. Click Run to start your workflow and initiate the agent session.

   

   You will receive a notification when the workflow has successfully started
   

2. Navigate to your Run History and locate your Running instance. Click on the identifier to view the executed steps and agent chat session.

   

3. Enter the your issue for the agent to action:

   In this session we will:

   • Ask the agent to help coordinate the resolution for their issue
   • The agent will
     • retrieve the Operation Run and find the corresponding entry
     • will log the incident in ServiceNow
   • We provide updates on our progress of the Incident
   • The agent will

     • Update work notes in ServiceNow

   1. Enter the following prompt to have the agent log the incident

      my database mysqldev001 appears to be offline  

      

      (note the agent may prompt you for the assignment group or the date the incident occurred.)

   2. Enter the following prompt to have the agent update the ticket with the work notes.

      Database team has provided an update that the database has been rebooted and functionality should be restored in 15 mins

      (note the agent has leveraged the Update ServiceNow Incident Tool to update our Incident with the work notes)

4. Validate your Incident in ServiceNow.

• Navigate to your ServiceNow developer portal

• Use the Incident Ticket Number from the Agent's response to search for the incident in ServiceNow

• Note the update has been captured in the work notes for the incident.