Servicenow Support Simplifications (Powerapps and UIPath bot)

Initial Situation:

Earlier, users(internal Michelin from DORD/CBS (Central Business Solution) America/CBS China / CBS Europe) of Attended Automation had to raise an incident through calling the service desk to log the issue in case of RPA (Robotic Process Automation) bot failure. It was time consuming and manual efforts were involved resulting in increased lead time.

Value Add through this API:

Now, logging the issue/incident is happening through this API which has been integrated into PowerApps (RSB Support Simplification).

Business Benefits:

  • Operational efficiency - reduced lead time 
  • No need to call the service desk
  • No manual intervention needed while raising the issue/incident on service now

Solution:

Image removed.

Powerapps and UIPath bot

Users (who are using attended RPA processes) can now raise an incident through PowerApps itself in case of any failure. 

  • PowerApps calls 'Whitepages API' to extract Michelin ID from the email id of current user.
  • With this Michelin Id, UiPath extracts the processes mapped to this ID
  • User selects the relevant process and fills in required details and submits on the application
  • Next, ServiceNow Incident Management API is triggered to create and Incident in ServiceNow.

Below is the snapshot of PowerApps interface:

Powerapps and UIPath bot_2