ITSM Core Module Implementation

This project demonstrates my understanding of how Incidents, Problems, and Changes are related in ServiceNow, as well as my ability to create and use Flows to automatically generate a Problem record from Incidents and automate catalog item requests with CI validation.

---

🖼️ Images

• Incident Problem Change Relationships
  

• Custom Script Action
  

• Create Problem From Incident Flow
  

• New Catalog Item
  

• Catalog Item Flow
  

---

Flow Designer Automation

Extend the out-of-the-box workflow by automating with Flow Designer.

Flow 1: Auto-Create Problem

• Trigger: Scheduled once a day

• Script checks if more than 5 Incidents are created:

  • On the same CI within 24 hours
  • OR with the same Category and Sub-Category

• Action: Auto-create Problem

Flow 2: Auto-Process Software Installation Requests with CI Check

• Catalog Item Name: Software Installation Request

• Category: IT Services > Software Requests

• Flow Name: Auto-Process Software Installation Requests

Trigger

• When a new Software Installation Request is submitted.

Actions

• Action 1: Check if the selected CI has installed status ‘Installed’, Operational Status is ‘Operational’ and Warranty expiration is empty or greater than today’s date
  • If yes: Continue processing.
  • If not: Notify IT team or send an email to requestor.
• Action 2: Request approval from software admin.
• Action 3: Create Request Task for software installation.
• Action 4: Notify the requester once the task is assigned / completed.

Benefits

• Ensures software requests are tied to valid CIs.
• Reduces errors and manual verification.
• Provides automated notifications and task creation based on CI availability.

---

📚 Summary

• Manual processes demonstrate clear record relationships.
• Automation with Flow Designer reduces manual clicks and repetitive tasks.
• Great for training demos, GitHub workflows, and ServiceNow showcase projects.

🛠 Tech Stack

• ServiceNow ITSM (Orlando release or higher)
• GlideRecord / Server-side scripting
• Catalog Client Scripts & UI Policies
• Script Action in Flow Designer
• Update Sets (XML exports)

---

📥 How to Import

1. Download the update set from:
   /updateset/sys_remote_update_set_587ac5ec833322107ffb1630ceaad3ed.xml
2. Navigate to System Update Sets > Retrieved Update Sets in your ServiceNow instance.
3. Import and Preview before committing.
4. Commit to apply all configurations.

   ⚠️ Requires admin role on your ServiceNow instance.

---