{"id":2726972,"date":"2025-03-11T10:04:01","date_gmt":"2025-03-11T17:04:01","guid":{"rendered":"https:\/\/www.esri.com\/arcgis-blog\/?post_type=blog&p=2726972"},"modified":"2025-03-14T09:58:28","modified_gmt":"2025-03-14T16:58:28","slug":"enterprise-automation","status":"publish","type":"blog","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis-enterprise\/electric-gas\/enterprise-automation","title":{"rendered":"Enterprise automation using ArcGIS Utility Network and ServiceNow"},"author":15561,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":""},"categories":[25741],"tags":[42301,555752,565442,27481,350622],"industry":[],"product":[36571,515312],"class_list":["post-2726972","blog","type-blog","status-publish","format-standard","hentry","category-electric-gas","tag-arcgis-enterprise","tag-arcgis-notebooks","tag-arcgis-utility-network","tag-automation","tag-webhooks","product-arcgis-enterprise","product-utility-network"],"acf":{"authors":[{"ID":15561,"user_firstname":"Tori","user_lastname":"O hara","nickname":"Tori O'Hara","user_nicename":"tohara","display_name":"Tori O'Hara","user_email":"TOhara@esri.com","user_url":"","user_registered":"2020-03-09 20:04:56","user_description":"Tori is a technical writer on the ArcGIS Enterprise team.","user_avatar":""},{"ID":216822,"user_firstname":"Shreyas","user_lastname":"Shinde","nickname":"sshinde","user_nicename":"sshinde","display_name":"Shreyas Shinde","user_email":"sshinde@esri.com","user_url":"http:\/\/www.linkedin.com\/in\/shreyasshinde","user_registered":"2021-04-08 16:39:28","user_description":"Mild mannered programmer by day, mild mannered programmer by night. Lover of distributed software systems. Software Engineer on the ArcGIS Enterprise team at Esri.","user_avatar":""}],"short_description":"This blog highlights how ArcGIS Utility Network and ServiceNow can help automate complex workflows.","flexible_content":[{"acf_fc_layout":"content","content":"

This is a companion blog for a plenary demonstration from the 2025 Esri Developer & Technology Summit plenary.<\/em><\/p>\n

 <\/p>\n

Identifying and repairing outages within a utility networks is an essential business function for utility providers. The process of auditing and triaging outage reports consists of numerous moving parts, all crucial for restoring service to customers. ArcGIS offers various automation tools and integrates easily with other business systems that provide additional automation solutions to help maintain critical business workflows.<\/p>\n

In his demonstration, Shreyas highlights how an electric company seamlessly integrates automation into its workflows using ArcGIS Utility Network, ArcGIS Notebooks, and ServiceNow.<\/p>\n"},{"acf_fc_layout":"kaltura","video_id":"1_w5bbub3g","time":false,"start":0,"stop":""},{"acf_fc_layout":"content","content":"

End-to-end automation<\/strong><\/h2>\n

Shreyas first explains how the company leverages end-to-end automation to efficiently triage outages.<\/p>\n

ArcGIS automation solutions<\/h3>\n

Because the company utilizes both ArcGIS Enterprise and ArcGIS Pro, they can use ArcGIS Utility Network to manage and model the components of their utility networks.<\/p>\n"},{"acf_fc_layout":"sidebar","content":"

ArcGIS Utility Network leverages ArcGIS Enterprise alongside ArcGIS Pro to perform advanced network modeling, analytics, and tracing. For an example of how different organizations leverage ArcGIS Utility Network, see the FirstEnergy<\/a> and City of Hasting<\/a> case studies.<\/p>\n","image_reference":false,"layout":"standard","image_reference_figure":"","snippet":"","spotlight_name":"","section_title":"","position":"Center","spotlight_image":false},{"acf_fc_layout":"content","content":"

The company also maintains a customer-facing application that customers use to report any outages they experience. When a customer reports an outage, a new feature layer that contains the date and customer ID is added to an outage feature service. This feature service powers a map that displays all reported outages.<\/p>\n"},{"acf_fc_layout":"image","image":{"ID":2728032,"id":2728032,"title":"Utility outage application","filename":"outage-app.png","filesize":1223738,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/outage-app.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis-enterprise\/electric-gas\/enterprise-automation\/outage-app","alt":"","author":"15561","description":"A screenshot of an application made using ArcGIS products","caption":"The outage application allows users to submit outages and view all outages in their area.","name":"outage-app","status":"inherit","uploaded_to":2726972,"date":"2025-03-11 20:14:58","modified":"2025-03-11 20:18:02","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":1745,"height":906,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/outage-app-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/outage-app.png","medium-width":464,"medium-height":241,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/outage-app.png","medium_large-width":768,"medium_large-height":399,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/outage-app.png","large-width":1745,"large-height":906,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/outage-app-1536x797.png","1536x1536-width":1536,"1536x1536-height":797,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/outage-app.png","2048x2048-width":1745,"2048x2048-height":906,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/outage-app-826x429.png","card_image-width":826,"card_image-height":429,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/outage-app.png","wide_image-width":1745,"wide_image-height":906}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

The company has implemented a service webhook that triggers whenever the service updates. Once activated, the webhook updates an outage management notebook designed to perform several functions automatically. Specifically, these functions include auditing the reported outages, identifying potential network components that may be causing the outage, and creating a case and work order for the outage after it has been audited.<\/p>\n

Third-party automation tools<\/h3>\n

ServiceNow automatically assigns the new work order to field agents closest to the reported outage location. Field workers are notified of their assigned work order and begin to head out to make the needed repairs. Field workers use a field application that shows them the location of the outage and allows them to make updates to the utility network service once repairs are finished. Once the repairs are finished, and the utility network is updated, another notebook is triggered. This new notebook validates the repairs against the reported outage before updating the outage\u2019s status.<\/p>\n"},{"acf_fc_layout":"sidebar","content":"

The company utilizes ServiceNow, a cloud-based platform that helps companies automate business workflows, for their field management solution. ServiceNow allows the company to efficiently manage their work orders, work order tasks, and scheduling the dispatching of their field workers. For more information on how companies can leverage ServiceNow for their business workflows, see the ServiceNow documentation<\/a>.<\/p>\n","image_reference":false,"layout":"standard","image_reference_figure":"","snippet":"","spotlight_name":"","section_title":"","position":"Center","spotlight_image":false},{"acf_fc_layout":"image","image":{"ID":2728052,"id":2728052,"title":"ServiceNow","filename":"ServiceNow.png","filesize":483325,"url":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/ServiceNow.png","link":"https:\/\/www.esri.com\/arcgis-blog\/products\/arcgis-enterprise\/electric-gas\/enterprise-automation\/servicenow","alt":"","author":"15561","description":"A screenshot of a ServiceNow dashboard","caption":"The ServiceNow dashboard allows the utility company's administrators to monitor ongoing outage cases, work orders, and work order tasks.","name":"servicenow","status":"inherit","uploaded_to":2726972,"date":"2025-03-11 20:20:33","modified":"2025-03-11 20:23:56","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.esri.com\/arcgis-blog\/wp-includes\/images\/media\/default.png","width":1749,"height":903,"sizes":{"thumbnail":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/ServiceNow-213x200.png","thumbnail-width":213,"thumbnail-height":200,"medium":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/ServiceNow.png","medium-width":464,"medium-height":240,"medium_large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/ServiceNow.png","medium_large-width":768,"medium_large-height":397,"large":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/ServiceNow.png","large-width":1749,"large-height":903,"1536x1536":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/ServiceNow-1536x793.png","1536x1536-width":1536,"1536x1536-height":793,"2048x2048":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/ServiceNow.png","2048x2048-width":1749,"2048x2048-height":903,"card_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/ServiceNow-826x426.png","card_image-width":826,"card_image-height":426,"wide_image":"https:\/\/www.esri.com\/arcgis-blog\/app\/uploads\/2026\/03\/ServiceNow.png","wide_image-width":1749,"wide_image-height":903}},"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"

Automation in action<\/strong><\/h2>\n

Now that Shreyas has explained how the company uses automation, he is ready to demonstrate that automation in action.<\/p>\n

First, Shreyas submits an outage report. No sooner had Shreyas submitted the outage than the feature layer with his outage information is added to the feature service. As soon as the feature service updates, the service webhook triggers, which in turn runs the outage management notebook. The notebook then performs the following tasks:<\/p>\n