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---
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title: User guide for process designer
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---
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# Contents {#contents .TOC-Heading .unnumbered}
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[Pre-requisistes: [1](#pre-requisistes)](#pre-requisistes)
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[Guide [2](#guide)](#guide)
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[1. Details [8](#details)](#details)
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[2. Destination [9](#destination)](#destination)
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[3. Location [9](#location)](#location)
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[4. Questions [10](#questions)](#questions)
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[5. Settings [13](#settings)](#settings)
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[6. Access [13](#access)](#access)
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[7. Review and submit [13](#review-and-submit)](#review-and-submit)
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[8. Caseworker form: [25](#caseworker-form)](#caseworker-form)
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[9. Report a case [28](#report-a-case)](#report-a-case)
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[10. Case officer receives a new disciplinary case
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[30](#case-officer-receives-a-new-disciplinary-case)](#case-officer-receives-a-new-disciplinary-case)
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[11. Other relevant ServiceNow user documentation
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[31](#other-relevant-servicenow-user-documentation)](#other-relevant-servicenow-user-documentation)
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# Pre-requisistes: {#pre-requisistes .unnumbered}
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1. User has the role customer manager (technical role name if you need
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to contact support: x_steas_uh_core.customer_manager)
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2. Logged in user has English as their preferred language
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# Guide {#guide .unnumbered}
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All screenshots attached to this document are intended to help the user
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find buttons and functions in their own screen, and the screen that the
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user sees may look different, based on their roles, accesses, what
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version of ServiceNow the instance is, and how the instance is
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configured.
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To define a process navigate to **the UH Core \> FUP** (use the search
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functionality under \'**All**\'). Choose which process you want to
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create a flow for. Then click on the \"**Define process**\" button.
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{width="6.678807961504812in"
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height="2.7666404199475068in"}
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User is further taken to App Engine Studio. Here you get the opportunity
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to choose which template you want to use. Each template should give a
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small description about its content. You also have the opportunity to
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create your own template.
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{width="6.3in"
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height="2.421527777777778in"}
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For this user guide, \"**UH define** **process**\" is used, where
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components such as schema, process definition and a table are included.
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To select this template, hover over the field and click \"**Use
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template**\".
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{width="6.3in"
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height="2.4555555555555557in"}
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On the next step add your name and description. The name should reflect
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the process following the best practices of their institute. In the
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example below, we use names from the functional analysis and provide a
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brief description. After filling in the fields, click \"**Continue**\".
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{width="6.3in"
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height="2.859722222222222in"}
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It may take up to a few minutes to generate the application. After it is
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created click on \"**Go to app home**\".
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{width="3.1527777777777777in"
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height="2.8340277777777776in"} {width="3.0694444444444446in"
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height="2.8361111111111112in"}
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The first thing the user sees when the application is created will be
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similar to the image below. It will automatically be generated a table,
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a form and a process definition that users can use in any way they want.
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For more information about the different parts, read the following
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article:
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<https://docs.servicenow.com/bundle/utah-application-development/page/build/app-engine-studio/concept/create-application.html>
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For this user guide, we will establish a process for handling
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disciplinary cases with students. We need to add some fields to the
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table and enter questions in a form for a student to see. Furthermore,
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with the process definition, we will extract the student\'s name from
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OrgReg spoke. To start, click on the existing table \"**Case**\".
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{width="6.3in"
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height="2.8652777777777776in"}
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Here is a list of the fields that are already available and inherited
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from the core system. If you only want to see fields that are unique to
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this process, you can tick \"**Show non-extended table fields**\" in the
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upper right corner. We want to add more fields to collect information
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from the student as user input and through integrations from subject
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systems. This is stored as data in the application and visible to case
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officers. For this scenario, we are interested in knowing the type of
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disciplinary violation in question, here we want the student to be able
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to choose between several options. We thus create a new field by
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clicking on \"**+ Add new field**\".
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{width="6.3in"
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height="2.7604166666666665in"}
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Give an appropriate name to the field under \"**Column label**\", the
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column name is automatically set when filled in. Then select
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\"**Choice**\" in the \"**Type**\" field. This gives us the opportunity
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to define several choices for this field.
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{width="6.3in"
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height="2.6756944444444444in"}
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The next step defines which type of choice for the field is desired
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(e.g. drop-down). Then you enter the various choices, here we have
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defined three choices for disciplinary violations. For easier overview
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when adding something not quantitative, one should switch \"**Value**\"
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to a numerical value. Then click on \"**Done**\", and \"**Save**\".
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{width="6.3in"
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height="2.279166666666667in"}
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{width="6.3in"
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height="2.421527777777778in"}
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In addition, we add a field that retrieves the student\'s name through
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an integration from subject systems (this is looked at in more detail
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when we define the process flow later in the supervision). This field
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becomes of type \"**String**\", which is a text field.
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{width="6.3in"
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height="2.3833333333333333in"}
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To easily find the table in later steps, we can define a suitable name
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for the table. This is done by clicking on the **\"Properties**\"
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button. Here you have the opportunity to change \"**Label**\" on the
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table. Since this is a process of handling disciplinary matters, we call
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it something that reflects that.
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{width="6.3in"
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height="0.7381944444444445in"}
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{width="6.3in"
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height="2.571527777777778in"}
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Navigate back to App home by clicking the first tab.
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## Access control
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New tables are created with a default set of ACLs. If access to the
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table should be managed through RoLF, theses needs to be deleted or
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deactivated. We here describe how to acheive this.
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1. From AES, edit the table
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2. Open advanced view
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3. Scroll down to the related list "Access control"
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4. Change active to "false" for all records
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## Record producer
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The next step will be to create the form that the student can see and
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use when they want to file a disciplinary case in the student portal.
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Navigate to disciplinary proceedings under \"**Experience**\", which
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takes us to Record Producer/ Post Producer.
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{width="6.3in"
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height="2.5145833333333334in"}
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Here are several steps to go through when creating a form. Follow the
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side menu on the left side from the first step.
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## Details
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Give a name and description to the form. Note that this is what the
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student will see when registering, so it is good to provide a detailed
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description of what the form will be used for. Click \"**Save**\" after
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the information is filled.
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{width="6.3in"
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height="2.3715277777777777in"}
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## Destination
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This is where the destination must be filled in. That is, which table
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this form should point to and update information in. This tends to be
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auto-filled when the form is created directly in App Engine Studio, or
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by using a template that automatically creates forms. If an
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application/process is created without the use of a template, one must
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also find the table this form should point to.
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{width="6.3in"
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height="2.0243055555555554in"}
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## Location
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On the next step, Location/Location, it should be defined where this
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form should be located. Here you will have access to choose a directory
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and which category it should be located under. This makes it available
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in the end-user protal and determines where in the directory they should
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be located. Click on \"**Browse\"** under Directories and select the
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appropriate one. It\'s the same procedure for categories.
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{width="6.3in"
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height="2.5701388888888888in"}
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{width="6.3in"
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height="2.5597222222222222in"}
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{width="6.3in"
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height="2.5618055555555554in"}
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## Questions
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Furthermore, the questions are defined in the form. These are linked to
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the fields we created in the table. To define a new question click on
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\"**Insert new question**\" and select the type. We want to collect the
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type of disciplinary violation in question, so we choose \"**New
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Question**\".
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{width="6.3in"
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height="2.5944444444444446in"}
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When creating a question, the type must be selected, in the same way
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that one defines a new field in a table. Here, type reflects the field,
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we want to give the student more choices, and select the question type
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\"**Choice**\". The values should be retrieved from the discipline
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violation field in the table, and thus select the drop-down menu
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\"**Fixed values\".**
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{width="6.3in"
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height="2.4138888888888888in"}Check \"**Map to a specific field on the
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table**\" and select the \"**Disciplinary violation**\" field created in
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the **table**. The name is automatically set as the field is selected.
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Furthermore, we must enter the actual question we want to ask the
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student, this will be what the student sees in the form.
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{width="6.3in"
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height="2.3958333333333335in"}
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{width="6.3in"
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height="2.3895833333333334in"}
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Further on the next tab, Options/Choices, we define the same choices
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that we entered at the field level in the table. Click \"**Insert
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question**\" / \"**Save**\" and you will automatically be taken back to
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the previous page.
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{width="6.3in"
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height="2.373611111111111in"}We also want a description of the
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disciplinary violation, here the existing question that already points
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to the description field can be used. To edit the question, click on the
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icon in the center. The procedure is the same as the question we created
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above.
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{width="6.3in"
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height="2.311111111111111in"}
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## Settings
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Under settings you can choose whether you want to give the student the
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opportunity to add attachments or not, or hide buttons. Here it is
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important to note that if you choose to hide the \"**Add to wishlist**\"
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button, the archiving functionality in the portal for this form will
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also disappear. We thus choose to leave everything as it does.
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{width="6.3in"
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height="2.323611111111111in"}
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## Access
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Under accesses/access, you can define which group or role should have
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access to the form. This automatically falls on the \"**SNC external**\"
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group if nothing is added manually, which is a group to grant access to
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external users.
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## Review and submit
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At the last step, a summary is displayed and all choices, questions and
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any locations you have chosen for the form to be. To make the form
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available to users click \"**Submit**\". To see a form preview, click
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\"**Preview**\".
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{width="6.3in"
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height="2.359027777777778in"}
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Form preview:
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{width="6.3in"
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height="2.2631944444444443in"}
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We now navigate back to App Home and start setting up a process
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definition that will use the data we have created in the table. The
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purpose of the process in the example in this guide is to retrieve and
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update information about the student submitting a disciplinary violation
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case. We use process definition to automate this, making it easier for a
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case officer to handle the case with correct information. To start,
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click on the \"**Logic and Automation**\" tab and click into the process
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definition.
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{width="6.3in"
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height="2.3916666666666666in"}
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Start by adding a swimlane to the process by clicking \"**+ Add a new
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lane**\". A swimlane, \"**Lane**\", can be seen as a grouped sequence of
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activities within a process. For more information such as the individual
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components of Process Automation Designer (PAD) read the following
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article:
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<https://docs.servicenow.com/bundle/utah-build-workflows/page/administer/process-automation-designer/concept/process-automation-designer.html>
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{width="6.3in"
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height="2.567361111111111in"}
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Here we give a short title to the swimlane and a description that says
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something about what this swimlane should do. Click \"**Save and
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close**\" to save the information.
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{width="6.3in"
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height="2.6444444444444444in"}
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We start by adding a first activity by clicking on \"**Add another**
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**process activity**\" in the left tab. The first thing we want a
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caseworker to see is an instruction. This instruction should contain a
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concise checklist for the further activities we will add to the flow,
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and which we would like a case officer to quality check before further
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case processing is carried out.
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{width="6.3in"
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height="2.4763888888888888in"}
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Navigate to **Common Activities**/**Common Activities Instruction.**à
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{width="6.3in"
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height="2.8006944444444444in"}
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Fill in an appropriate title and description. Click \"**Save and**
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**close**\" to save the activity.
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{width="6.3in"
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height="2.5729166666666665in"}
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Earlier in the user guide, we created metadata in the table. Here we
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created a multiple choice field where one can choose the type of
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disciplinary violation, and a field that should contain the student\'s
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name. We can expect to receive data from the form the student submits
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when they report a new violation. We have previously defined it as a
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mandatory field the student must complete to submit the case. We also
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want to know the student\'s name and automatically fill the data in that
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field to simplify the processing of the case for a case officer. We can,
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for example, obtain this information through an integration with a
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professional system. For this user guide, we retrieve the student\'s
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name via the system OrgReg.
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To do this, we must create a custom activity that is linked to an
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already created integration. First, select a new activity by clicking on
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\"**Add another** **process activity**\". Then click on \"**Create a new
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activity**\".
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{width="6.3in"
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height="2.4451388888888888in"}
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Write an appropriate title that reflects what this activity will do. The
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table this should point to is where OrgReg is located.
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{width="6.3in"
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height="2.884027777777778in"}
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Further down in the same tab, we need to define which flow this
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information should be retrieved from. For more information about Flow
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Designer, see the following article: [Flow designer (Service
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now)](https://docs.servicenow.com/bundle/utah-build-workflows/page/administer/flow-designer/concept/flow-designer.html)
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Click on the magnifying glass and find the right action.
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{width="6.3in"
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height="2.8618055555555557in"}
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{width="6.3in"
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height="2.847916666666667in"}
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{width="5.292400481189851in"
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height="3.1840748031496062in"}
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After saving the new activity by clicking \"**Submit**\", we need to
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find it again in the activities in the same way we arrived at the
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instruction: Click to \"**Add an activity**\", and we navigate to
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**Manage disciplinary case Retrieve user informationà**. You can also
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look up the activity.
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{width="6.3in"
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height="1.336111111111111in"}
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Here we automatically get metadata from the integration that we can use
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to link and retrieve information. Here there is both the opportunity to
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use the right tab or see an expanded view by clicking \"**View all
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properties**\".
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{width="6.3in"
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height="2.6506944444444445in"}
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{width="6.3in"
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height="2.6284722222222223in"}
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We want to link the field from the integration to retrieve information
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about enrollees. Here we want the name of the enrollee / student and
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find the field that contains that information.
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{width="6.3in"
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height="2.6430555555555557in"}
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{width="6.3in"
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height="2.64375in"}
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After saving information from the previous step, we will now add a new
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activity that updates the field we have created (Student name) in our
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table with data we retrieve from the integration. Select the activity
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\"**Automated update record**\".
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{width="6.3in"
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height="2.6645833333333333in"}
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Navigate to the **\"Automation**\" tab and link the \"**Record**\" field
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in the right tab to retrieve new cases that are created. You can easily
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do this with the help of a Data pill.
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{width="6.3in"
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height="2.6534722222222222in"}
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The table field on the right tab we must associate with the table where
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all cases are located. Here we select the table we created
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\"**Disciplinary Proceedings**\".
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{width="6.3in"
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height="2.6381944444444443in"}
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We then associate the field we want to update in the table. Here we must
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also link the \"**Value**\" field to the activity we created in previous
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steps, which retrieves user information from the integration.
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{width="6.3in"
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height="2.6791666666666667in"}
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{width="5.732292213473316in"
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height="2.3865594925634297in"}
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This is what it will look like when all fields are associated with the
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correct data source.
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{width="6.3in"
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height="2.64375in"}
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We then add a final activity that only notifies the case officer that
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they can continue further processing of the case once the first steps
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have been completed.
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{width="6.3in"
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height="2.625in"}
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Now the process is ready, to use it one must activate the process by
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clicking on «**Activate**». You also have the opportunity to test the
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flow before activating.
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## Caseworker form:
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Back in the table view, we can find forms pointing to the workbench of
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caseworkers. This form is what the case officer sees when they open a
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case associated with the process \"**Handling disciplinary
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violations**\". Navigate to the second tab \"**Forms**\".
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{width="6.3in"
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height="2.7527777777777778in"}
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It is possible to remove fields you do not want to see in the form and
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add other fields. To find a field, you can also use the search engine on
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the left tab. Here we have identified a field we created in the table
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\"**Disciplinary violations**\". To add to the form click on the field
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and drag it into the location desired.
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{width="6.3in"
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height="2.6458333333333335in"}
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You also have the opportunity to create new sections in the form. We\'re
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creating a new section for the record and adding the two fields we\'ve
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worked on the most in this process: Disciplinary Violations and Student
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Names. After configuring the form as desired, click \"**Save**\".
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{width="6.3in"
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height="2.651388888888889in"}
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{width="6.3in"
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height="2.626388888888889in"}
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Now the new process is ready for use. The form is ready in the portal,
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and a case officer now gets this process up every time a case of
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disciplinary violation is reported.
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## Report a case
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Now that we have set up our own process, it is ready to be used. To test
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this, we can log in with a student account and file a disciplinary
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violation case. We will then open the case as a case officer and check
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whether all the information needed to start the case processing is
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available. We start by opening the student portal and find the form by
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|
clicking on \"**Services**\".
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{width="6.3in"
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|
height="2.8430555555555554in"}
|
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Here, the student will have a variety of forms available. A student
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|
should also be able to see categories on the left side that act as a
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filtering of these. We select the form \"**Disciplinary case**\".
|
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{width="6.3in"
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|
height="2.4097222222222223in"}
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Fill in information about the violation and click \"**Submit**\". A new
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|
disciplinary case is now being established.
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|
{width="6.3in"
|
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|
height="2.8180555555555555in"}
|
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{width="6.3in"
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|
height="2.654861111111111in"}
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|
## Case officer receives a new disciplinary case
|
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|
In the case management platform, we have opened the new case that has
|
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|
come in from the student. The first thing a caseworker navigates is
|
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|
Guidance with a variety of activities. These are the same activities we
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|
|
defined in the process designer. As a case officer, the steps are
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followed downwards. The case officer first gets a checklist.
|
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|
{width="6.3in"
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|
height="2.834722222222222in"}
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As a case officer, the checklist is followed, and the task is to check
|
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|
|
whether the Disciplinary violations and student names fields contain
|
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|
|
data. This will then be important information for a case officer to have
|
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|
|
before they can continue the case processing.
|
|
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|
{width="6.3in"
|
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|
|
height="2.81875in"}
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After verification, the case officer can check off for the task, which
|
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|
indicates that it has been completed. This is done by clicking \"**Mark
|
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|
|
Complete**\".
|
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|
{width="6.3in"
|
|
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|
height="2.834722222222222in"}
|
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{width="6.3in"
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|
height="2.8361111111111112in"}
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|
## Other relevant ServiceNow user documentation
|
|
|
|
|
|
|
|
The following links can be used to learn more. Note that some of the
|
|
|
|
information may be out of date and may be available in a different
|
|
|
|
version when updating to newer versions of Service Now.
|
|
|
|
|
|
|
|
Robotic Process Automation:
|
|
|
|
<https://www.servicenow.com/products/robotic-process-automation.html>
|
|
|
|
|
|
|
|
Artificial Intelligence:
|
|
|
|
<https://www.servicenow.com/now-platform/now-intelligence.html>
|
|
|
|
|
|
|
|
API / Spokes:
|
|
|
|
<https://docs.servicenow.com/bundle/tokyo-application-development/page/administer/flow-designer/concept/spokes.html>
|
|
|
|
|
|
|
|
Description of available field types that can be added to forms:
|
|
|
|
<https://docs.servicenow.com/en-US/bundle/utah-platform-administration/page/administer/field-administration/task/t_CreatingNewFields.html>
|
|
|
|
|
|
|
|
Date/timefields:
|
|
|
|
<https://docs.servicenow.com/bundle/utah-platform-administration/page/administer/time/reference/r_UseDateAndTimeFields.html> |
