ServiceNow Incident Workflow: How Incident Management Really Runs (Lifecycle, Roles, and Demo)

Why the ServiceNow Incident Workflow matters (and what you’ll understand by the end) If your incident process looks clean on paper but feels messy in production, you’re not alone. In real ServiceNow implementations, incident records often move fast, ...

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ServiceNow Service Bridge Integration. Assignment Group mapping issue

I Have integrated two servicenow instance using service bridge. created groups with same name in two instances as Demo Group, as i created so the sys id's will be different in two instance but the name will be same, So I'm writing a advanced transfor...

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Custom flow for KB

Hi Team, I have a requirement like, When an  particular KB ( say Known Error KB) article is published, it goes for first approval to the Ownership Group (or KB Manager if none), then for second approval to the Test security group, and is published on...

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How comprehensive and durable is the "Enable rollback" feature for fix scripts?

Regarding the 'Enable rollback' checkbox for fix scripts: does it truly capture everything the script changes, or are there exceptions? Also, how long does the rollback backup data persist before it's cleaned up?

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Interaction is not getting re-queued after it is timeout from all agents in AWA

Hello Experts, I am facing an issue with Interaction routing in AWA, below is the configuration: I have a custom queue and I have created an assignment group with 2 agents with timeout of 1 minute..Steps:When the interaction lands in the CSM Workspac...

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INCIDENT SLA not starting when importing incident via transform map

Hi team. When i am manually creating an incident for the same assignment group the sla is starting but when done via transform map, the sla is not starting. i have checked the Run business rules but still not working. Below is the transfrom map used....

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Report in workspace

Hi,I have created two reports in Risk workspace.One it is showing column visualization and second report showing total line visualization. Is it possible in Risk workspace to create only one report which will show column and total visualization in si...

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Workspace App Shell UX Page Properties

 Center of Excellence / Workspace / Workspace App Shell UX Page Properties     FYI: This article has not been updated or reviewed since the Tokyo release. Use at your discretion, but be advised that these methods may or may not work on later releases...

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Question: Trigger Virtual Agent API via Slack Mention & Return Now Assist Response Back to Slack

SummaryI’m currently exploring whether it is possible to trigger the ServiceNow Virtual Agent Bot API (sn_va_as_service) from Slack using an @mention, execute Now Assist (LLM/Generative) responses, and then post the generated output back into Slack.C...

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CAB Workbench Integration with Service Operations Workspace (SOW) – Zurich Release

CAB Workbench Integration with Service Operations Workspace (SOW) – Zurich Release OverviewWith the Zurich release, ServiceNow enhanced the integration between Change Management and Service Operations Workspace (SOW). After the upgrade, users may not...

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Agile Development 2.0 using Servicnow

Introduction to Agile and ScrumAgile is a set of guiding values and principles that promote an iterative and incremental approach to software development.Scrum is a specific framework with defined roles, events, and artifacts used to implement Agile ...

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How to install SOM module in PDI

Can someone please share the steps to install and enable the Sales and Order Management (SOM) module in a Personal Developer Instance (PDI)? Thanks,Raviraj

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HRSD-Verify Hr admin can create Hr case

Hi Im practicing CSA lab and in the lab i am stuck at a section Verify Hr admin can create Hr case.Im impersonating Bob_hr but after that im unable to locate HR Case management in ALL . What would be the reason there is no HR case management .Thanks,...

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Transformation Without Architecture: Why We’re Repeating the Mistakes of Y2K

Across industries, organisations are racing to modernise. AI, cloud, automation, digital platforms, operating model redesign. Everyone wants transformation, and they want it fast!   But increasingly, transformation is being executed with shrinking bu...

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• Architect