Use the Record Action utility in a Virtual Agent topic to create or update a ServiceNow record in a table.

Record Action utility properties

Property Description
Node name Name that identifies this record action node in the topic flow.
Variable name Name of the variable that stores the created or updated record values. The variable name is automatically created from the Node name property.

This option is not visible when the Action Type is Update a Record.
Action type The type of action to perform. Select one of the following:
  • Create a Record: Creates a new record in the table that you specify.
  • Update a Record: Updates an existing record based on the context of the conversation.
Table If you’re creating a record, select any table that is available in the instance.

If you’re updating a record, select a variable for a record that is referenced in the conversation. For example, User.
Field Select one or more fields in the ServiceNow table to be modified. For each field, select a valid value or specify input variables or script variables.
Advanced
Attach file to record
A low-code method of attaching an image or other file to a record of your choosing.
Note: Ensure that you've an uploaded file using the File Picker node before attaching it to a record with the Record Action node. The uploaded file is initially linked to the conversation table. When the incident is created with the uploaded file using the Record Action node, the file is linked to the incident table. It is no longer referenced through the conversation table, but the incident instead.
Hide this node
Conditionally show this node if

No-code condition statement or low-code script that specifies a condition for presenting this node in the conversation. The condition must evaluate to true.

Example Record Action utility

Figure 1. Record Action utility basic properties
Record Action utility displaying the various basic properties for updating a record.