my name's Jason Miller founder of Aspen now solutions and we're about to unlock the power of service now I'd like to start off by thanking all twenty-nine hundred and fifty subscribers in over 80 countries globally if you believe in transferring knowledge to those who need it most please click Subscribe your user data will not be transferred to anyone outside of Aspen now without your consent hey everyone so recently in response to the Cova 19 epidemic that's going on around the world received a couple of user requirements that I thought that I would pass on to the rest of you and involves receiving an ordinate amount of notifications and basically the objective was to cut down how many notifications are received by task 4 fillers so I want to take you through two ways that we can leverage flow designer to make this happen so the first one that we're going to focus on I'm just using the problem form here something's wrong with my incident form so I stopped using it for right now because there's some some issues there so I think when I domain separated my my instance blue some things up so no big deal the show must go on as they say so anyway what we're looking at now is the a problem record it's a new record hasn't been created just yet and basically what we want to do is instead of sending an email to the person they assigned to we'd like a connect chat to open up or at least populate with a number here increase every time that the ticket is assigned to an individual so I've already filled out the assignment group and my name right here and when I hit save what will happen is a little number one will come up right here is blown up and what this does is it adds me to a conversation just tells me you know basically that this is the the record I need to look at because it's just been a science way right so that was the the first thing that they wanted instead of having an email sent to him because this this kind of saves time and going back and forth between email and the actual application it keeps you in the platform is the main desired effect and the second one was when they're mentioned in the notes and some of you might already be aware that there's a notification that sent out every time you mention someone and what I mean by mention is I'm gonna put in the @ symbol and I'm gonna type in my name once you find myself Houston Miami Miller here and I'm going to hit posts and that's gonna add me to activity log but also you see the number one turns on right there and it's just telling me that hey look you got another one here right so it's basically telling me that someone had mentioned being in the activity log and that probably I should go take a look at it so these are two ways that instead of having notifications you know fly into someone's email box and they probably already have thousands there to look at on a daily basis this is one way we could prevent that so let's just go through the steps here that we took to implement that so first off I just wanted to mention that there is that Activity Stream @mention email and probably you'll you'll see these if you have this turned on out of the box so all that means is that second part that I just did was mentioning the person they will get a notification and it's basically if you take a look at the words coming from first off is the live notification table so it's not linked to the problem record at all for the specific record so if we were to use the problem table or try to make this it's not gonna happen so we have to go off at this table right here which is live underscore notification we'll look here at the advance condition looks very complicated right so we're not even gonna mess with this this is a way simpler solution than having to script all this stuff out so even if you don't know how to script that well I'll show you a real simple method for setting this up so who's gonna receive basically the user in that field and then what's gonna contained is you've been mentioned and this is just all the you know the standard out-of-the-box stuff right here so then we're gonna go to this table which is live underscore notification so we would type in live underscore notification dot lists and that's going to bring up it's just gonna reload this list right here right so as you can see here these are the two that I just created and excuse me this is the last one I just created for the demo in terms of dimension the other one was coming strictly from the problem table as we'll see in the flow designer in just a second one thing you might try to do is use this document ID field the problem with this field and I understand why they use it they use it because not every notification or live notification is going to be in a table that comes from tasks so what I had to do is set up this custom field call task and a couple of issues here with this is that like if I were like imagine we had thousands and thousands of these notifications going on a daily basis if I try to just find the problems it doesn't bring up anything if I try to find the specific record number or even a portion of it let's just try four zero three what is that five eight it's not gonna find it whereas if we created our own like this was it four zero three five eight it'll pull it off yes that's why you create this field partially the other reason is because we need to be able to dot walk because if we try to click inside this record and were to click on this so it bring up this screen right here it looks like a reference feels that this little eye next to it and you're like wow I can doubt walk to it problem is that it's not a reference field and the way we know that is that when try to set up a business rule against it and before I get to the business rule I'll just show you the field that I had set up so right here I called it just task and it's you underscore task and it is a crew reference if we looked at document ID document ID is actually its own type and there's no real way to to dot walk to it from condition build or at least so if we go into our entry here this is the one that I created just a standard reference field and we're referencing the task table there's no real reference qualifier I think going on with it now if we go to the actual business rule self one way that we know that document ID is not able to be dot walked is that it doesn't have these little arrows next to it you see how here the tasks fields if I want to kind of go into the fields off the task we can do that but with the document ID we're not able to do that so that's just one thing to note and why we had to create that actually makes it a lot easier for us so I didn't put any conditions on this one cuz this is just you know demo that I'm kind of showing you right here it's not offer real life conditions but if you think about it you could probably go off the task type like if you only want to do it for incidence and say task type is incident or something like that and then we're going to go to our advanced really simple stuff here see we're gonna lot leverage document ID or document is the is the name of the or the value of the field so I'm gonna say basically I want to make the task current that you want to score task equal to current document dot sis ID remember this last part or that's it whatever you do only reference feels and try to get them to populate if you just do this without the society excuse me this portion right here probably won't populate that's why you gotta put in that dot society so make sure you do that if you setup this notification I notice here that it's running off the live underscore notification so it's key it's not running off the problem table for the mention portion of this so let's take a look at our two flows here so the first one I just call problem Aspen or whatever real simple stuff here right the problems created great there's no real Advanced Options I mean if we want to we could add some like builders right we could put in like you know priority is one or something like that if we wanted to just have it on priority ones and then here's what we're looking at this is where the magic happens so we're gonna and I'll create another one just to show you so action we're gonna go down to connect then we're gonna add the user to a task conversation and then we're gonna bring in these pills over here right so the first one to bring and it's a problem record and then we're gonna open up the problem record we're gonna go down to assign two and that's gonna be our user right because this is referencing the user table so I basically just setup the same thing I'm gonna get rid of this sit delete so that way we can see it right here fantastic now let's go to the one where I had to set up the business rule excuse me the business rule for the live notification table so we'll notice here notification create so the triggers created right and then we're gonna do here table is live notification and then after that we're gonna say add user to tasks conversation now again if we were trying to if we try to use the the tasks excuse me the document ID fields we could open up the notification record here and we'll see here see how document ID doesn't have like this little arrow next to it that tells us it's not dot walkable right there's no reference to a table that's going on there that's why I had to create this custom one right here to say okay task here's what I want I want to bring you over here and that's where I bring you and then I would take the person in the assigned to field excuse me or the user off of the notification record what I would do is roll this up and then I would just take the user over here and throw it over there and that's basically the way I would do it right so just take the task throw it in here and then again the user is what we want over here and that's what makes it work there but just remember you're gonna have to set up custom fields so you're gonna have to be a developer to set up the custom field right here and then also again this isn't very complex but the solution works and also at the end of the day it reduces the needs to go back to whatever email system using like Outlook or Gmail or whatever it is you can stay a hundred percent in the tool still get the notifications and keep those tasks FULFILLER x' pointed towards fulfilling tasks instead of you know going through emails and trying triage from that way so I think this is a pretty nice little solution here to meet that requirement and that's it for today my name is Jason Miller founder of Aspen now solutions and we've just unlocked the power of service now