Increased visibility for incidents created by VIP users in the Service Operations Workspace

Hi, I want to highlight some fields on the incident form in Service Operations Workspace like number, caller, short description, when the caller is VIP.  And, on insert and update of Incident Form. Can anyone guide on this? Whether we have to achieve...

• Question

Used field is not set to true in kb_use table

Hi All I have an issue that when article is attached automatically to incident, then in kb_use table there is no record with field Used=true. I have the functionality in Script Include to set this field to true but it works only when article is attah...

• Question

getXMLwait alternative for Service Portal

Get XML wait For those of you that are not familiar with GlideAjax. getXMLWait() is a Synchronous GlideAjax call. Meaning your  script cannot continue without the GlideAjax response. This stops the session until the response is received. How to use g...

• Article
• Scripting and Coding
• Service Portal Development

Is it possible to add a section between two columns on the form?

• Question

Microsoft Teams (Conversational Interface) – Notification Not Delivering to Teams

Hi everyone, I’m trying to send a Virtual Agent notification message to Microsoft Teams (Conversational Interface) when an Incident is resolved.The notification works fine for the Service Portal, but nothing is delivered to Teams.Is there anything el...

• Question

How can I make a particular CI as a principle CI?

Could you please guide me on how to make a specific CI the principal CI so that it appears in the CI field on ITSM forms? I understand this is not available out of the box, but I would like to explore using OOTB functionality along with customization...

• Question

Not Allow Special Characters in the attachment type variable in the Service Catalog

Hi Team,Can we restrict special characters (% $ @ ( )  &  <   >  ' ") in the attachment type variable?@Ankur Bawiskar 

• Question

E signature template mapping with the HR or document document

Hi Everyone, I just wanted to understand how e signature template is mapped to task.I can see we can give the task type as e signature an attach the e signature template but i the esignature templated we are not specifying any document template. How ...

• Question

MFA already set up for brand new PDI

I'm faced with the following issue: after requesting a brand new PDI and installing SAM Pro and Discovery on it via the manage instance section, I'm prompted with a MFA code request while logging into the instance. I haven't set up MFA yet for this i...

• Question

Custom PDF generation

Hi Everyone,We have a requirement where, when a RITM (Request Item) is submitted in ServiceNow, the computations will be done and some information will be sent via email and customized PDF attachment.The PDF should have a header and other details pop...

• Question

Show specific count of incidents in dashboard

I need to create a dashboard to show the count of incidents of the average difference between Created and Closed.How to do this? 

• Question

2026 MVP Applications are open—we invite you to apply today!

Nomination forms are live for the 2026 ServiceNow MVP program. You may apply any day from Dec 1st - Dec 31st   Apply now    Earlier this year, we reached a new milestone—815K community members. Today, we are a community of 937K+ members worldwide. T...

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