Set up routing of incident workitems in ServiceNow ITSM Workspace

To process incidents routed from ServiceNow, add work automation in Genesys Cloud. A basic configuration of work automation involves creating custom attributes for work automation, creating workbins, and defining worktypes.

Add the following three attributes in the schema that defines your workitem for routing task-based items from ServiceNow:

• sn_document_id_text
• sn_document_table_text
• sn_work_item_id_text

Create custom attributes for work automation

1. Click Admin.
2. Under Work Automation, click Custom Attributes.
3. Click Menu > Orchestration > Work Automation > Custom Attributes.
4. Click Create Schema.
5. Enter the following details for the schema:
   • A unique name for the schema
   • A description that defines the worktype
6. Click Add Custom Attribute. 
7. Add the following three attributes with the specified field types and length of the field:

   Attributes	Field Type	Length of the field
   sn_document_id_text	Small Text Field	Minimum Length: 0 Maximum Length: 100
   sn_document_table_text	Small Text Field	Minimum Length: 0 Maximum Length: 100
   sn_work_item_id_text	Small Text Field	Minimum Length: 0 Maximum Length: 100

8. Click Save.

Create a workbin

Workbins are asynchronous storage areas that belong to a division. Workitems are stored in the workbins.

1. Click Admin.
2. Under Work Automation, click Workbin. The workbin dashboard opens.
3. Click Menu > Orchestration > Work Automation > Workbins. The workbin dashboard opens.
4. Click Create New Workbin.
5. Enter the following details:
   • Name – A unique name for the workbin.
   • Description – A description that describes the nature of workitems in the workbin.
   • Division – Select the division to which the workbin must belong. Once set, you cannot change the division of a workbin.
6. Click Save.

Define a worktype

The case details that must be processed and routed to the correct queue or agent are defined in the worktype. 

1. Click Admin.
2. Under Work Automation, click Worktypes. The worktype dashboard opens.
3. Click Menu > Orchestration > Work Automation > Worktypes. The worktype dashboard opens.
4. Click Create New Worktype.
5. Enter the following details:
   • Name – A unique name for the worktype.
   • Description – A description that best describes the purpose of the worktype.
   • Workbin – Either select an existing workbin and the division or create a new workbin.
6. Click Save.

You can modify the following settings of the worktype:

• Properties – Select the ServiceNow schema that contains the attributes sn_document_id_text, sn_document_table_text, and sn_work_item_id_text.
• Routing – Enable routing to route incidents of specific worktypes to a defined queue.
• Rules – To automate the actions of a workitem, create rules for a worktype and from Architect associate the worktype with a workitem flow. 

Get the worktype Id

You require a worktype Id for setting the external routing of a queue in ServiceNow. To get the worktype Id in Genesys Cloud:

1. Click Admin.
2. Under Work Automation, click Worktypes. The worktype dashboard opens.
3. Click Menu > Orchestration > Work Automation > Worktypes. The worktype dashboard opens.
4. Select the worktype for which you want to get the Id.
5. Examine the URL in your browser’s address bar. The URL is of the following format:

   https://<Genesys_Cloud_region>.com/directory/#/admin/worktypes/37a4152c-xxxx-42a3-91e1-xxxxa930473a/summary

6. Locate the worktype Id, which is a unique string of characters. For example, 37a4152c-xxxx-42a3-91e1-xxxxa930473a is the worktype Id in the specified URL.

For more information, see Defining a worktype. 

Create a queue that will receive the routed incident workitem or verify that an existing queue is ready for use. Ensure that the queue has:

• A name that clearly identifies the incident routing purpose.
• The appropriate agents or groups assigned to it.
• Required routing rules, skills, or memberships used in the organization applied.

For more information, see Create and configure queues.

Set up and activate the service channel for incident work assignment in ServiceNow. For more information, see Create or configure a service channel.

1. Log in to ServiceNow.
2. Navigate to  All > Service Channels.
3. Click New.
4. Enter the following information for the service channel:
   • Name –  Name of the service channel to be configured.
   • Inbox Order – The order in which the service channel items appear in the agent inbox.
   • Active – Select the option.
   • Table – Select Incident[incident] from the list.
   • Assign to field – Select Assigned to from the list.
   • Assignment group field – Select Assignment group from the list.
5. Under the Capacity and Utilization section, enter the following details:
   • Default workitem size – Enter 1 as the value.
   • Default capacity – Enter 1 as the value.
   • Utilization condition – Add the following conditions:
     
     • Task Type is Incident
6. Click Submit.

Configure the presence states with the service channel created for the incident. From the ServiceNow workspace, navigate to Advanced Work Assignment > Presence States. For all the presence states that are used by the agents who receive incident work assignment, ensure to add the service channel created for the incident. 

For more information, see Create presence states in ServiceNow.

Before you create external queues in ServiceNow, create and configure queues in Genesys Cloud that will receive the routed incident workitem.

With the setup of Unified Experience from Genesys and ServiceNow integration, administrators must create queues in ServiceNow that are externally routed to Genesys Cloud. When you create a queue in ServiceNow, select the External option and enter the following information:

• Provider – Click the Lookup using list icon and select Genesys Cloud (Workitem) as the external provider.
  Note: Select the one Genesys Cloud (Workitem) external provider used across your Unified Experience implementation, rather than creating a separate external provider for each record type.
• Provider queue ID – Enter the Genesys Cloud queue ID. For more information, see How can I get the queue ID for my ServiceNow integration in Genesys Cloud?
• External request ID – Enter the worktype Id that you created for work automation in Genesys Cloud.

This setup associates the queue with the incident service channel and links ServiceNow assignment behavior with Genesys Cloud work automation routing.