Virtual Agent Chatbot

We have Virtual Agent enabled on multiple portals (sp, csm, business). When I deactivate/hide topics to limit what shows in the SP portal, the change impacts all portals. What is the recommended way to show only a few topics in SP while keeping other...

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Reporting an issue from the course

I've found incorrect informations in the Knowledge Check (Module 5) presented in the "ServiceNow Administration Fundamentals: Participant Guide" comparing with the video course info.How can I report this issue?Please, find attachments bellow to bette...

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SIR Release notes Topics

Hi,I wanted understand few topics in the release notes, like what exactly these fixes are and how i can debug itsecurity incident response release notes1.New -Added capability to support Unmatched Affected User for missing sys_user records.2.Changed-...

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CSM Workspace – How to create a modal popup with validation using UI Builder and update form fields?

Hi everyone,I’m currently working on a requirement in CSM Workspace where I want to implement a custom button (UI action) using UI Builder, and I’m looking for the best approach to achieve this. RequirementOn the Case form in CSM Workspace:Add a butt...

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P1 Onsite SLA (4 hours) on Case Task in ServiceNow (CSM).

Hi Everyone,I’m implementing a P1 Onsite SLA (4 hours) on Case Task in ServiceNow (CSM).Requirement:SLA starts from Case Created TimeStops based on Arrival Time (custom field)≤ 4 hours → Achieved4 hours → BreachedChallenge:Arrival Time is entered at ...

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Expand the taxonomy under the products page for Now Assist to show a catagory of AI products

I manage the delivery teams for our practice for SPM, EA, CSM & industries, and now also for all AI products, and noticed that for CSM and Industries, there is a page with all the products organized by category. See attachment.   I have Now Assist (I...

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In ootb widget "Data Table from URL Definition",when case created using workspace,it is not showing

used out of the box widget "Data Table from URL Definition" in consumer service portal, But when an external end user creates a case using workspace, the case not added to the case lists in portal for an external end users. please let me know how to ...

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The Overlooked Key to Now Assist Success—Organizational Change Management (OCM)

The Key to Maximizing Now Assist—Organizational Change Management (OCM)   You turned on Now Assist by ServiceNow—so why isn’t anyone using it? If adoption is low, here’s a hard truth: AI doesn’t magically change behavior. If users don’t understan...

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Is it possible to control AI search Search Sources/Search profiles using roles

HiRequirement-when ITIL users access Esc portal or virtual agent(as a end users), search results should display only End user knowledge base articles.The IT4IT KB should be restricted and visible internally (only in Agent workspace/fullfiller view/In...

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【Urgency】User criteria (Guest User) cannot be removed from the Knowledge Base

Cannot remove Guest user set to CanRead in Knowledge Base.I clicked the Edit button, removed the user criterion Guest User from the Can Read List, and clicked the Save button, but it has not disappeared from CanRead. Why is this?

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Unable to submit Smart Assessment in IRM/TPRM Module

Hello Team,We are upgrading to Vendor Risk Management module to Third party risk management module and we have enabled smart assessment engine for TPRM.The issue is after creating internal assessment record, we can attach the questionaire template bu...

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Create a Scripted Rest API to fetch RITM Variables

Requirement is to "Create a Scripted Rest API to fetch RITM Variables"API should accept RITM number or sys_id as input.API should fetch all associated catalog variables and values.response should include : 1. variable name 2. variable label 3. variab...

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OnChange client script not working

I'm trying to get an onChange client script to examine a group of fields and if ANY of them is blank (have them setup to auto-fill from a table), then I want a checkbox to evaluate to true.  Here's what I have but it is not working.  Any help/pointer...

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