ServiceNow Community

SLAs not getting calculated for some HR cases despite SLAs being configured for the HR service

HelloWe have encountered an issue with SLAs not getting calculated for some HR cases getting created for General HR questions services. The 7 day SLAs are configured to HR Employee Relations case (sn_hr_core_case_relations) table. We also checked tha...

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Add Operator to Breakdown for Assignment group 'is one of'

Hi, I work in an instance where there are many groups from different parts of the business.I would like to create a Visualization that uses the 'Incident backlog growth' indicator.For other indicators I have been able to use the filter Assignment gro...

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Performance Analytics

Workflow catalog task conditions not working

I have created the workflow for catalog item flow.In that there is an activity Catalog task, I have added two condition there Close Complete and close cancelled/closed rejected and added the standard conditions like activity.result ==3 and activity.r...

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Integration Between JIRA and ServiceNow

Good morning everyone! I'd like to clarify a question regarding ServiceNOW integration. Currently, we use JIRA to handle demand escalations between ou teams (Institutionalization, N1, N2, N3, Database, and Product Team), where each incident is handl...

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Auto generate PDF of RITM with related list and attach to the RITM itself

I want to auto generate a PDF whenever the request is completed and auto attach the PDF to the actual RITM.The PDF should contain all variable information along with the Approver related list

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CIM - New Implementation

We are implementing CIM and despite searches, there are two things which i was not able to find how to do.I have the OoB sn_cim.improvement_manager role 1. Business Process - informational message: This record is due for review and updates (see scr...

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Continual Improvement (CIM)

Reduce overhead: Build individual Data Sources for each Transform Map?

I have one incoming file containing data that will eventually be conveyed into 10 separate tables. Although, I can request the Vendor to separate the data into 10 individual files. The two options I see are: 1. I could build one Data Source with 10 c...

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EA Workspace, Application Rationalization list view modification

Hi- I'm looking for details of where we can configure which business application columns should appear in the List view in Application Rationalization module in EA Workspace. We can select/deselect some items but not all ootb items are available to ...

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Variable Sets - make a field open if the user is part of a group

So here is the situation we have and what we are trying to doI have a Variable Set - User InformationIt has the followingCustomer Name (reference to active users)Manager - Customers ManagerBusiness Reason for Request What we are trying to doManager s...

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Why is record confidentiality inheritance restricted to only pre-existing related records?

Hi all, My team and I have implemented record confidentiality inheritance according to ServiceNow's recommended guidelines and found that when confidentiality is enabled for a parent record ONLY pre-existing related records are marked confidential th...

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Integrated Risk Management (IRM)

Multirow variable set inside a notiication

Hello, so my use case is to send a notification to the managers of the employees selected inside a multirow variable set , but when trying to dot walk it in flow designer it doesnt work.How can I achieve this ? any help will be very appreciated, and ...

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Entity Class Hierarchy Compliance Scores aren't rolling up

I've created Entity Class hierarchies and added entities to them, but the Compliance Scores aren't rolling up. Can someone please guide me on the steps to set this up? My setup has a few parent and child classes, with entities added to them, and the ...

Question
Integrated Risk Management (IRM)

Use case of Gen AI in ServiceNow for cost reduction

Hi Team,Could you please share one practical use case of Generative AI in ServiceNow that helps reduce manual effort and operational costs? It would be helpful if the example also highlights innovative thinking and measurable business impact.Looking ...

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Unable to create UI Action button in workspace.

Hi, I have created one UI Action button on incident form but unable to populate the button in service operation workspace. Please help me with the issuue.Script:function sendIncidentTolenovo() { if (g_form.getValue('work_notes') == '') { va...

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Create Custom Date filter

Hello Experts, We have a business requirement to create a new date filter option similar to 'Quarterly'. Our customer works in a period of 4 months frequency (Quadrimestral), they have 3 periods in each year.So, the ask is to collect and visualize da...

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