Create a payload for external third-party providers

Create a payload for external third-party providers to send your work items to the external queue.

Before you begin

Role required: admin

Procedure

1. On your ServiceNow instance, navigate to All > Advanced Work Assignment > Queues.

2. Create a queue enabling External Routing.

   For more information about creating a queue with external routing, see Enable external routing for queues.

3. Open the provider record, select the subflow that you created, and select Save.

   For more information about creating a subflow, see Create a subflow.[Omitted image "subflow-extrnl-routing.png"] Alt text: Select subflow for external routing of the AWA queue item.

4. In the External Event definition section, create a definition form or modify the existing demo data records by changing the provider name you created.

   [Omitted image "select-provider-extrnl-route.png"] Alt text: Select the provider for your work item to be routed to the external queue.

   The payload script in the External event definition [awa_external_event_definition] table has the event type and payload information that you send to the third-party providers. Therefore, it is required for you to change all the events' provider to the provider you created.

   [Omitted image "payload-extrnl-route.png"] Alt text: Payload script for the third-party provider.

   In the payload script:

   • current refers to the work item glideRecord associated with the queue. You can access all the workitem records from the glideRecord current.

   • queueObj is the glideRecord for the existing awa_queue record.

   • additionalParams refers to the parameters from the document table. Note: Before saving the script, verify that you have the required data.

5. Select Update.