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Core Case Management Features

Core Case Features: Overview Case management supports multiple personas: customers, agents, and admins, each interacting with core case features in different ways. Customers: Customers or consumers engage with Case Management when they need support. ...

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Subject: OOB Incident Workflows Missing in Yokohama Instance

Subject: OOB Incident Workflows Missing in Yokohama InstanceHi all,I’m unable to find the out-of-the-box workflows for the Incident table in Workflow Studio or the Workflow Editor in our Yokohama instance.I’ve already verified the following:• Checked...

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Update records using MRVS and Record Producer( Scoped Application)

I am trying to update order line items based on the selected order. And my record producer is on order (sn_ind_tmt_orm_order) table.(function executeProducer() { var orderSysId = producer.choose_your_order; var orderGR = new GlideRecord('sn_ind_t...

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Changes Operator not visible for Dictionary entries

Why Can I not see Changes operator for these fields ? These are simple string fields but don't see the changes operator. I am on Yokohama release. I can see them when I apply the filter conditions in business rules but not here, does anyone know why ...

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CIS-ITSM voucher released but still asking for payment while scheduling exam

Hi Team,I’ve completed the required training for the CIS – IT Service Management (CIS-ITSM) certification, and my voucher status in Now Learning shows as “Claim.”, it still asks for a payment of USD 450 instead of applying the voucher.When i try with...

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How can I integrate ServiceNow Community search results into my ServiceNow instance?

Hi all,I’m trying to build a feature in my ServiceNow PDI where I can search the ServiceNow Community Articles link directly from within my instance and display related community posts based on a query entered by the user.For example:When a user type...

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Populating Software Installations on Computer CIs (via Agent Client Collector)

We're slowly starting to roll out our ACC usage and our software use-cases have been successful using the Linux and Windows server policies, both have worked in populating our cmdb_sam_sw_install tables. This hasn't been the case for computers. The ...

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Case Management: Operations

Case operations represent the daily flow of work that keeps customer service running: creating cases, assigning them to the right agents or teams, collaborating on resolutions, and many more. These are often powered by a mix of core case management c...

Article

Now Assist in Virtual Agent Direct Answer for Single Matching Topic

Hi Everyone, we have setup Now Assist in Virtual Agent and one of our Managers has a request to reduce the "Thinking Information" the Agent shows. They find it a bit overboard when there is a direct topic match for the request (see example below).Do ...

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Additional Actions in Service Portal needs to disable

Hello Team, Is there any way to disable the Additional Actions dropdown from Service Portal.Please find the below screenshot Thanks

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How to display SAP Transports linked to Changes under a Release

For a Release Management story, we have a requirement where all roles that have access to a Release should be able to view SAP Transports linked to the Changes that are part of that Release.We want to show a list of Changes with their corresponding S...

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ServiceNow says we separate "Now Assist skills” from “AI agents” and then mixes up everything. Why?

Many of us know that ServiceNow separates “Now Assist skills” from “AI agents” each of them sits in its own tables.But what I came across is:1> There can be AI agents showing up in the Now Assist skills homepage which are meant for Agentic AI consump...

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Localization is causing security issues

We have multiple languages that are in use in our instance. However, we are noticing a very odd error going on. A user can access any task based ticket that they normally have permissions to in the English Language. But the moment they switch to on...

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Getting Started with CSM Case Management

In customer support, the customer case or ‘case management’ is the primary, most essential entity that can be applied to essentially any industry. You could think of a case as a means to capture details of a service, transaction, or a response to cus...

Article

Create a report to display "Schedules" in a calendar view

Hi Team -- can anyone please help me on this requriment Create a report to display "Schedules" in a calendar view- This request is being made as a process improvement initiative to bring a forward visibility to Changes/schedules that are planned ah...

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