Module 12 - Create Tool - ServiceNow Close Incident

In this module we will create a stateful workflow to close an existing ServiceNow Incident. Next, we will incorporate the workflow into our Agent Loop at as tool to enable the agent to close and provide some resolution comments for our ServiceNow Incident .

Create the Stateful Workflow

1. Search for and navigate to the Logic Apps service

   

2. Open the Logic App created earlier

   

3. Create a new workflow

   • Click the Workflows -> Workflows from the menu on the left

   • Click + Add -> Add

     

4. Create a new stateful workflow with:

   • Workflow name: tool-ServiceNow-CloseIncident
   • Select the radio button for the Stateful worflow type
   • Click Create

   

5. Open the worflow visual editor by clicking on the tool-ServiceNow-UpdateIncident link (if the workflow designer isn't opened automatically)

   

Configure Workfow

1. Configure the workflow trigger to accept an HTTP Request

   • Click on Add Trigger

   • Select the Request action located in the Built-in tools group

     

   • Select the When a HTTP request is received

     

2. Configure the When a HTTP request is recieved action:

   • Request Body JSON Schema

     {
         "type": "object",
         "properties": {
             "TicketNumber": {
                 "type": "string"
             },
             "Notes": {
                 "type": "string"
             }
         }
     }

3. Look up the internal identifier for the Incident in Service Now

   • Add a new action. Click + Add an action

     

   • Select the ServeNow - List Records action

     

4. Configure the List Records Activity as follows

   • Rename activity to List Records - Get Ticket Details

   • Record Type: Incident

   • Advanced Parameters (click Show all)

   • Query: number=@{triggerBody()?['TicketNumber']}

     (note: notice that the connection for the ServiceNow connection was automatically selected for the activity)

     

5. Add the Update Record action to update the work notes on the incident in ServiceNow

   • Click on the + -> Add a Action

   • Search for SearchNow Connector and select the Update Record Activity

     

6. Configure the Update Record action

   • Rename activity to Update Incident Work Notes

   • Record Type: Incident

   • System ID: (using the expression (fx) editor) first(body('List_Records_-_Get_Ticket_Details')?['result'])['sys_id']

   • State: (Advanced Parameter) 7

   • Resolution Code:: (Advanced Parameter) Solution Provided

   • Resolution Notes:: (Advanced Parameter) @{triggerBody()?['Notes']}

     

7. Add the Response activity to return a status message to the calling process

   • Click on the + -> Add a Action
   • Search for and select the Response activity

   

8. Configure the Response activity

   • Body:

     {
         "status": "Ticket {@{triggerBody()?['TicketNumber']}} has been updated successfully"
     }

   

9. Save your workflow