Submission type
Healing Agent Challenge
Name
Ashok Karale
Industry category in which use case would best fit in (Select up to 2 industries)
Information technology and services
Complexity level
Intermediate
Summary (abstract)
- Initially, the automation broke due to static UI selectors that became outdated after ServiceNow modified element attributes and layouts, which made essential elements unrecognizable.
- These changes disrupted the retrieval of incident details and caused errors in the workflow, illustrating that the process was too inflexible to handle UI updates.
- The Healing Agent resolves these issues by dynamically recalibrating selectors in real time, using fallback strategies and contextual cues to identify new UI elements.
- This self-healing mechanism ensures that the automation can adapt to changes automatically, minimizing downtime and manual intervention.
- Overall, the fix provided important insights on the necessity of building resilient, continuously monitored, and adaptive automation systems that are future-proof against regular UI changes.
Detailed problem statement
The bot experiences frequent failures during unmonitored hours, often overnight, when ServiceNow undergoes UI updates that break static selectors. These unexpected UI changes cause the bot to miss critical incident tickets, leading to production loss and delaying incident processing. The downtime is exacerbated by the need for manual intervention to adjust selectors and restore functionality, resulting in increased maintenance efforts and costs.
Detailed solution
The simplest solution we used was to enable the Healing Agent. This self-healing feature dynamically adapts to UI changes, ensuring that our automation continues to function without manual intervention, even during unmonitored hours.
Whenever there are UI changes, the Healing Agent takes care of those and gives fixing suggestions to the support team. In few clicks, the support team fixes the changes and redeploy the updated code.
Expected impact of this automation
It minimized downtime by dynamically adapting to UI changes during unmonitored hours, ensuring uninterrupted incident processing.
It also reduced manual maintenance and operational costs while improving overall production efficiency.
UiPath products used (select up to 4 items)
UiPath Studio
UiPath Assistant
UiPath Orchestrator
UiPath Healing Agent
Automation Applications
ServiceNow, SAP
Integration with external technologies
SAP
