ServiceNow Community

What patterns do ServiceNow AI Agents leverage ?

Hello, As i understand, ServiceNow AI Agents leverage the ReAct pattern to perform actions. They typically follow the T cycle of thought, action, and observation. Are there any other design patterns that the AI Agents in ServiceNow can leverage ? Is...

Question

CSM Check Case Status topic/conversation template not working after we tried duplicating

Check Case Status was working before in our sandbox environment, we also tried duplicating it however after we removed the duplicated one for cleanup purpose, the read-only template for Check Case Status conversation/topic is not working, during test...

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Updating user details on change on catalog item

I have some fields that I use in a variable set that is meant to show some user details when a users name is selected:eg - Add a users name "Joe Dirt" and 3 other fields update automatically to show the users logon ID, email address and department fo...

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Agent studio scripting

I am trying to create an AI agent in the Agent studio while create a tool as script i am constantly getting error while trying to get the output from that tool could someone please help me on this :below is the code and error :(function execute(input...

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Basic Flow

Has anyone run into issues with ServiceNow Basic Flows using If / Else If logic? In the flow I built, the trigger is “When a new incident is created”, and the condition is Category = “Network”, then assign the ticket to the Network group. However, it...

Question

Custom Edit Button under change request in SOW is not clickable

I have created a Edit action button in RITM --> related list--> change request on SOW viewBut the button is not clickable User can't edit and add the existing CR in ritm and also can't remove the CR.

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My request unable to see inactive Record form req table on now mobile

Regarding my request Section unable to see InActive Record form sc_request and Incident table on Now mobile:1. Inactive record for (REQ and Incident) table are not visible on My Requests Screeen.2. if we use filter state is closed complete or closed ...

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Resolved! How to disable Service Channels in Workspace if presence state not joined? (Advanced Work Assignment)

Hi together, We want to start with Advanced Work Assignment soon and have different Presence States and Service Channels for this. For example: Presence State AvailableAnd below that the Service Channels: Requests-A, Requests-B and Requests-C The pro...

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Advanced Work Assignment
Agent Workspace
Customer Service Management

View option is not visible at RITM Form

Hi,I am currently working on a custom process where I need to create and use a specific view. However, I am unable to see the View option on the RITM form, as shown in the screenshot below. But, the view is visible in the RITM list view see the scree...

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Request Management

Why does Audit History show identical Old and New values in ServiceNow?

Hi Community,I’m seeing a strange behavior in Audit History and would like to understand if this is expected.While checking audit logs, I noticed that ServiceNow is creating an audit entry even when the field value does not actually change.Example fr...

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Enforce email format/template for manually created emails

When sending an email from the SOW using this tool we need to enforce specific formatting to make sure we have consistent branding (border color, specific links to the portal at the bottom, etc.):we would like to use

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Tracking usage of quick actions in agent chat

Does anyone know if it's possible to track the usage of quick actions in live agent chats and where you would find this information? For example how many times during the past week did an agent use the /r response template quick action.

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Best practice for KB deflection and dynamic Incident vs SR creation in Virtual Agent

Hi Community,I’m currently designing a Virtual Agent topic where users can describe their issue in free text, and the bot will either create an Incident or a Service Request based on the description. Before creating any ticket, I’d also like the Virt...

Question

Best practice for KB deflection and dynamic Incident vs SR creation in Virtual Agent

Hi Community, I’m currently designing a Virtual Agent topic where users can describe their issue in free text, and the bot will either create an Incident or a Service Request based on the description. Before creating any ticket, I’d also like the Vir...

Question

Refresh impacted services automation not working

Hello All,We have a oob ui action Refresh impacted services.I want to automate the process like if any addition or deletion to affted ci's related list on incident happens then i want to refresh the imapcted ci'sWhen i checked the ui action refresh a...

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