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Integration Service Activities
Last updated Feb 28, 2024

Notify me on Outlook when a high priority incident is created in ServiceNow

Applications: ServiceNow, Outlook

Description: Receive an email notification via Outlook when a high priority incident is created in ServiceNow, assign it to the corresponding department and notify the customer once the incident is resolved.

Steps:

  1. Open Studio Web and create a new project. In the How to start the automation field, select Event based. You are presented with a window that enables you to search for the trigger you want to start the automation with. Navigate to ServiceNow > Incident Created.
  2. Configure the Incident Created activity as follows:
    1. Set up your ServiceNow connection.
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    2. Configure any additional filters that you want to add (here, Urgency is set to 1, which means it is of high priority).
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  3. Next, add a ServiceNow: Get Record activity to your canvas.
    1. Set the Object field to the Incident value.
    2. For the Incident idfield, select the output of the Event Trigger, EventObjectId.

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  4. Next, add a Control: Set Variable Value activity to the canvas.
    1. For the To variable property, open the Data Manager and create a new variable called emailAddressHelpDesk, and specify the email address in the Set value field.

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  5. Add a Microsoft 365: Send Email activity to your project.
    1. Set up your Microsoft 365 Outlook connection.
    2. For the To property, use a variable and select Variables > emailAddressHelpDesk.
    3. Provide a Subject for the email.
    4. Provide a Body for the email to describe the incident.

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  6. Optional step: You can use ServiceNow: Update Incident to update State, Urgency, Assignee etc. Using Manage Properties you can add more incident fields to the activity to be updated.

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  7. Add a ServiceNow: Create Incident Task activity.
    1. For the Incident property, use variable to set the value as High Priority Incident Created > EventObjectId.
    2. Assign the individual responsible to pick the task by typing their name within the Assigned to property lookup.
    3. You can also optionally set the Priority and State using the lookup as per your requirement.
  8. Next, add a ServiceNow: Update Incident Task activity.
    1. For the property Incident task ID, use a variable to select the output of Create Incident Task for Help Desk > sys_id.

  9. Add another ServiceNow: Update Incident activity.
    1. Use a variable to set the Incident ID as High Priority Incident Created > EventObjectId.
    2. Change the State and Resolution code.
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    3. Using Manage Properties you can add more incident fields to the activity to be updated.
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  10. Add another Control: Set Variable Valueactivity to your canvas.
    1. For the To variable property, open Data Manager and create a new variable, called emailAddressCustomer and specify the email address in Set value.

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  11. Finally, add a second Microsoft 365: Send Email activity to your project.
    1. For the To property, use a variable and select Variables > emailAddressCustomer.
    2. Provide a Subject for the issue resolution email.
    3. Provide a Body for the email to describe the resolution.
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  12. Execute the workflow.

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