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RITM and SCTASK Request Information fields not showing fields as mandatory

Hello,I have Catalog UI Policies that set certain fields to mandatory, However when the request is submitted and a RITM or SCTASK is created those fields are not showing as mandatory, the asterisk is missing. The asterisk does show in the catalog ite...

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Achieving CSDM Maturity: Moving from Crawl to Fly

Achieving CSDM Maturity: Moving from Crawl to Fly The Common Service Data Model (CSDM) provides a structured framework that enables organizations to align technology systems with the services that deliver business value. By organizing configuration d...

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Best Practices

CSM Professional Suite Retired Learning Issues

Hello everyone,I was pursuing the CSM Professional Suite. I have everything but the NLU Fundamentals and Virtual Agent Simulator, which have been retired. How do I complete this suite? Here is the link to the path: https://learning.servicenow.com/lx...

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SPM Delta Deck for Australia Release - March Store

SPM Australia Release - 2026 March Please check out the Delta Decks attached to this post for release overview This release expands AI assistance across the full SPM lifecycle from auto-generating project status reports to surfacing goal insights...

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Service Graph Connectors and the Future of Automated CSDM Population

Service Graph Connectors and the Future of Automated CSDM Population The Common Service Data Model (CSDM) has become the foundation for how modern organizations structure service-aware data within the Configuration Management Database (CMDB). By orga...

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Report Creation in Zurich - stuff changed???

I am trying to create a Requested Item report and chose columns from the catalog item variable. This has always worked in the past (before Zurich). Now, however, when I run the report, those columns are showing blank? Did something change in Zurich ...

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How do I add an OR condition to interactive filters within a Platform Analytics dashboard

Hi everyone,I've setup some interactive filters based on the Department table that are dependent on each other, and it filters the data within the data visualisations e.g. the correct number applies at 'Tier 3 Organisation' filter: However, what I'v...

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CSDM Data Governance: Ownership, Certification, and Lifecycle Management

CSDM Data Governance: Ownership, Certification, and Lifecycle Management Introduction The Common Service Data Model (CSDM) has become the foundational framework for structuring service-aware configuration data within modern enterprise environment...

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Inbound email action for incident creation

Hi,We have an "out-of-the-box" instance that I am not so sure was set up "out-of-the-box." Specifically, the act of creating an incident from an email. The inbound email action for this is disabled and incident creation is handled by a workflow where...

Question

SLA definition: Breach Time / Planned_end _time MATH

TeamHow is Breach time (Planned_end_time) calculated?according to https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0959643Breach Time = Original Breach Time + Business pause durationOK.. but lets look at the photo - and the math...

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Service Level Management

employee center

Hi,Employee center and employee center pro are installed in my dev instance and i have admin role still i cant see both modules in my application navigator.Can someone help please

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ServiceNow Community Code of Conduct for all members

The ServiceNow Community is a vibrant, welcoming community filled with developers, technical IT staff, and business professionals of all types that come together to help each other get the most out of their ServiceNow products. Since the Service...

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Flow Action named Agent - Get Similar Universal Request does not exist

Dear all,I am actually following the Now Assist AI Agents Deep Dive learning and in the Lab named "Build an Intelligent AI Agent to Automate Your Organization", one point refer to a flow action to select which name is "Agent - Get Similar Universal R...

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Using CSDM to Enable Risk-Based Change Management

Using CSDM to Enable Risk-Based Change Management Change Management is one of the most critical processes within IT Service Management (ITSM). Its purpose is to ensure that modifications to the technology environment are introduced in a controlled ma...

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CSDM and ITSM: Unlocking Service Context for Incident, Problem, and Change

CSDM and ITSM: Unlocking Service Context for Incident, Problem, and Change IT Service Management (ITSM) processes are designed to ensure that technology services remain reliable, available, and aligned with business needs. Core operational processes ...

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