Flow Designer Flow Generation

Overview

This skill covers generating ServiceNow Flow Designer flows from natural language descriptions:

• Creating flows with appropriate triggers (record-based, scheduled, application-based)
• Adding actions: approvals, notifications, record operations, scripted steps
• Building conditional logic with if/else branches and decision tables
• Creating subflows for reusable automation components
• Generating approval flows with parallel/sequential approval patterns
• Building notification flows with dynamic content
• Data manipulation flows for record transformations and bulk operations

When to use: When automating business processes, generating approval workflows, building notification logic, or creating data manipulation pipelines in Flow Designer.

Prerequisites

• Roles: flow_designer or admin
• Plugins: com.glide.hub.flow_designer (Flow Designer), com.glide.hub.action_type (Action Designer)
• Access: sys_hub_flow, sys_hub_action_type_definition, sys_flow tables
• Knowledge: Basic understanding of Flow Designer concepts (triggers, actions, flow logic)
• Related Skills: genai/playbook-generation for Process Automation, genai/spoke-generation for integrations

Procedure

Step 1: Analyze the Natural Language Description

Parse the user's request to identify:

• Trigger type: What starts the flow (record create/update, schedule, inbound email, REST)
• Target table: Which table the flow operates on
• Actions: What the flow should do (create records, send notifications, request approvals)
• Conditions: Any branching logic or filters
• Outputs: Expected results or return values

Step 2: Query Existing Flows for Patterns

MCP Approach:

Use SN-Query-Table on sys_hub_flow:
  - query: active=true^trigger_type=RECORD_CREATED^table=incident
  - fields: sys_id,name,description,trigger_type,table,status
  - limit: 10

REST Approach:

GET /api/now/table/sys_hub_flow
  ?sysparm_query=active=true^trigger_type=RECORD_CREATED^table=incident
  &sysparm_fields=sys_id,name,description,trigger_type,table,status
  &sysparm_limit=10

Step 3: Create the Flow Record

MCP Approach:

Use SN-Create-Record on sys_hub_flow:
  - name: "Auto-Assign Priority Incidents"
  - description: "Automatically assigns high-priority incidents to the on-call team"
  - trigger_type: "RECORD_CREATED"
  - table: "incident"
  - status: "draft"
  - run_as: "system"
  - scope: "global"

REST Approach:

POST /api/now/table/sys_hub_flow
Body: {
  "name": "Auto-Assign Priority Incidents",
  "description": "Automatically assigns high-priority incidents to the on-call team",
  "trigger_type": "RECORD_CREATED",
  "table": "incident",
  "status": "draft",
  "run_as": "system",
  "scope": "global"
}

Step 4: Configure the Trigger

Key trigger types and their configurations:

Trigger Type	Value	Configuration Fields
Record Created	RECORD_CREATED	table, conditions
Record Updated	RECORD_UPDATED	table, conditions, fields_to_monitor
Record Deleted	RECORD_DELETED	table, conditions
Scheduled	SCHEDULED	schedule, time_zone, repeat_interval
Inbound Email	INBOUND_EMAIL	target_table, conditions
REST API	REST	endpoint_path, http_method
Service Catalog	SC_REQ_ITEM	catalog_item, conditions

MCP Approach:

Use SN-Create-Record on sys_hub_trigger_instance:
  - flow: "<flow_sys_id>"
  - trigger_type: "RECORD_UPDATED"
  - table: "incident"
  - condition: "priority=1^state!=6"
  - fields_to_monitor: "priority,assignment_group"

REST Approach:

POST /api/now/table/sys_hub_trigger_instance
Body: {
  "flow": "<flow_sys_id>",
  "trigger_type": "RECORD_UPDATED",
  "table": "incident",
  "condition": "priority=1^state!=6",
  "fields_to_monitor": "priority,assignment_group"
}

Step 5: Add Flow Actions

Common action types and their sys_hub_action_type_definition references:

Action	Type Definition	Key Inputs
Create Record	sn_fd.create_record	table, field_values
Update Record	sn_fd.update_record	record, field_values
Delete Record	sn_fd.delete_record	record
Look Up Record	sn_fd.look_up_record	table, conditions
Ask for Approval	sn_fd.ask_for_approval	record, approvers, approval_type
Send Email	sn_fd.send_email	to, subject, body
Send Notification	sn_fd.send_notification	notification, recipients
Log Message	sn_fd.log	message, level
Run Script	sn_fd.run_script	script
Wait for Condition	sn_fd.wait_for_condition	table, condition, timeout

MCP Approach:

Use SN-Create-Record on sys_hub_action_instance:
  - flow: "<flow_sys_id>"
  - action_type: "<action_type_sys_id>"
  - order: 100
  - name: "Look Up Assignment Group"
  - inputs: {
      "table": "sys_user_group",
      "conditions": "name=Network Operations"
    }

Step 6: Add Conditional Logic

Build if/else branches using flow logic steps:

MCP Approach:

Use SN-Create-Record on sys_hub_action_instance:
  - flow: "<flow_sys_id>"
  - action_type: "sn_fd.if"
  - order: 200
  - name: "Check Priority Level"
  - inputs: {
      "condition": "trigger.current.priority == 1"
    }

For nested conditions, use the parent field to link child actions to the if/else block.

Step 7: Build Approval Flows

Sequential Approval Pattern:

Use SN-Create-Record on sys_hub_action_instance:
  - flow: "<flow_sys_id>"
  - action_type: "sn_fd.ask_for_approval"
  - order: 300
  - name: "Manager Approval"
  - inputs: {
      "record": "trigger.current",
      "approval_type": "approve_reject",
      "approvers": "trigger.current.opened_by.manager",
      "due_date_interval": "3 days"
    }

Parallel Approval Pattern: Add multiple approval actions inside a parallel block:

Use SN-Create-Record on sys_hub_action_instance:
  - flow: "<flow_sys_id>"
  - action_type: "sn_fd.parallel"
  - order: 300
  - name: "Parallel Approvals"

Then add child approval actions with parent referencing the parallel block.

Step 8: Create Subflows for Reusability

MCP Approach:

Use SN-Create-Record on sys_hub_sub_flow:
  - name: "Send Escalation Notification"
  - description: "Reusable subflow for sending escalation notifications"
  - status: "draft"
  - inputs: "record,escalation_level,notify_group"
  - access: "public"

REST Approach:

POST /api/now/table/sys_hub_sub_flow
Body: {
  "name": "Send Escalation Notification",
  "description": "Reusable subflow for sending escalation notifications",
  "status": "draft",
  "access": "public"
}

Step 9: Define Flow Inputs and Outputs

MCP Approach:

Use SN-Create-Record on sys_hub_flow_input:
  - flow: "<flow_sys_id>"
  - name: "assignment_group"
  - label: "Assignment Group"
  - type: "reference"
  - reference_table: "sys_user_group"
  - mandatory: true

Use SN-Create-Record on sys_hub_flow_output:
  - flow: "<flow_sys_id>"
  - name: "approval_status"
  - label: "Approval Status"
  - type: "string"

Step 10: Activate and Test the Flow

MCP Approach:

Use SN-Update-Record on sys_hub_flow:
  - sys_id: "<flow_sys_id>"
  - status: "published"

Verify the flow is active:

Use SN-Query-Table on sys_hub_flow:
  - query: sys_id=<flow_sys_id>
  - fields: sys_id,name,status,active

Tool Usage

Tool	Purpose	When to Use
SN-Query-Table	Find existing flows and action types	Pattern discovery and validation
SN-Create-Record	Create flows, triggers, actions	Building new flow components
SN-Update-Record	Modify flow settings, activate flows	Editing and publishing
SN-Get-Table-Schema	Discover flow table fields	Understanding available configurations

Best Practices

1. Always create flows in draft status first -- never publish untested flows directly
2. Use descriptive names for flows and actions that reflect business purpose
3. Set run_as appropriately -- use "system" for background automation, "initiating_user" for user-triggered flows
4. Add error handling -- include try/catch blocks and log actions for debugging
5. Limit trigger conditions -- overly broad triggers cause performance issues
6. Use subflows for repeated logic across multiple flows
7. Monitor flow execution via sys_flow_context for runtime analysis
8. Set appropriate timeouts on Wait for Condition actions to prevent indefinite hangs
9. Test with restricted data before activating against production tables
10. Document flow purpose in the description field for maintainability

Troubleshooting

Issue	Cause	Resolution
Flow not triggering	Trigger conditions too restrictive or flow inactive	Check sys_hub_flow.active and trigger conditions
Action fails with permission error	Run-as user lacks table access	Change run_as or grant roles to flow user
Flow executes multiple times	Trigger lacks update-field filter	Add fields_to_monitor to limit re-triggers
Subflow not found	Subflow is in draft or wrong scope	Publish subflow and check access setting
Approval stuck in pending	No approvers matched	Verify approver reference resolves to active users
Flow context shows error	Script action has runtime exception	Check sys_flow_context.error_message for details

Examples

Example 1: Incident Auto-Assignment Flow

Generate a flow that automatically assigns P1 incidents to the Network Operations team and sends a notification:

• Trigger: Record Created on incident where priority=1
• Action 1: Look Up Record on sys_user_group where name=Network Operations
• Action 2: Update Record on trigger record setting assignment_group to lookup result
• Action 3: Send Notification to assignment group members

Example 2: Change Request Approval Flow

Generate a multi-level approval flow for change requests:

• Trigger: Record Updated on change_request where state=assess
• Action 1: If risk=high, request CAB approval (parallel)
• Action 2: If risk=moderate, request manager approval (sequential)
• Action 3: On approval, update state to authorize
• Action 4: On rejection, update state to closed with rejection notes

Example 3: Scheduled Data Cleanup Flow

Generate a scheduled flow to archive old resolved incidents:

• Trigger: Scheduled, daily at 02:00 UTC
• Action 1: Look Up Records on incident where state=6^resolved_at<javascript:gs.daysAgo(90)
• Action 2: For each record, create archive record in u_incident_archive
• Action 3: Delete original record
• Action 4: Log summary of archived count

Related Skills

• genai/playbook-generation - Process Automation Designer playbooks
• genai/spoke-generation - Integration Hub spoke creation
• catalog/approval-workflows - Catalog-specific approval configuration
• itsm/incident-management - Incident table structure and fields